Supports Existing Continuous Improvement and Quality Monitoring Functions
San Mateo, CA – August 24, 2010 – Enkata, a leading provider of analytics-powered performance management software, today announced the availability of Coach 3.0 as part of Enkata 8.0, the latest version of its on-demand contact center analytics solution.
Coach 3.0 is an on-demand, stand-alone coaching application for the contact center that can be deployed in less than one day. Coach 3.0 includes a rich workflow authoring platform for the ability to change standard coaching workflows or create new ones.
- Seven standard coaching workflows / forms such as group coaching (unique to Enkata), side-by-side and planned coaching, and agent recognition
- Centralized monitoring of agent development activities:
- Coaching & follow-up sessions, team coaching / training
- eLearning assignments
- Agent improvement plans – by metric, call reason
- Notifications and alerts related to activities and tasks
- For supervisors:
- Scheduled sessions appear in supervisor dashboard
- Alerts if task is past due or agent amends notes
- For Agent:
- Scheduled sessions appear in agent dashboard
- Notification when scheduled, or supervisor adds notes
- Notification if supervisor schedules follow-up tasks (coaching, eLearning, etc.)
- For supervisors:
- Increased visibility into coaching compliance, effectiveness at all levels
- Trend reporting
- Enhanced task management across roles
- Agent involvement in development process
- Task management and verification
- Dialogue with supervisor, coach or QM
- Ability to request coaching or eLearning
“Enkata’s Coach application helps customers to build structure and accountability around their coaching practices,” stated Ron Hildebrandt, founder and senior vice president of marketing. “We’ve simplified the coaching effort for supervisors who are already time constrained. Coach 3.0 allows them to focus on the agenda of the coaching session and outcomes, spending less time on the administration of scheduling and tracking activity.”
Coach 3.0 can be deployed as an on-demand SaaS solution with the full Enkata 8.0 performance management suite for FCR and contact reasoning or as a stand-alone application. The application is available immediately.
About Enkata
Enkata is the market and technology leader in software-as-a-service (SaaS) performance management solutions for customer operations. Enkata’s analytics-powered applications distill every customer interaction to provide actionable data to improve the customer experience. Directed by Enkata’s advanced analytics, service operations are able to optimize employee development, service policies, and self- service channels to deliver differentiated service on every contact. Enkata is deployed in customer contact centers with 100 to 20,000 service agents. Enkata solutions analyze over 1 billion contacts per year for some of the world’s largest global service operations.