Eliminate Bad Habits to Cut Costs

Small, but critical differences in work habits separate your most efficient agents from everyone else.  Typing speed, use of quick keys and note pad, navigation through workflow screens.   Inefficiencies in contact handling behaviors account for 5 to 10 percent of your productivity, and those wasted seconds mean millions to your bottom line.  Finding the inefficient behaviors has been near impossible.  Until now. Enkata Desktop Analytics tracks 100 percent of your agent activity to alert you to the underlying behaviors and application issues driving up your costs. It features Enkata’s new Activity Tracker, which captures every click and keystroke on every customer interaction (and between interactions).  This rich data gives you the visibility you need to identify and fix bad habits.

With Enkata, you know exactly where to coach for individual agent improvement, invest in training, or improve agent systems to reduce AHT and increase efficiency.

Only Enkata integrates desktop analytics into a unique Next Best Action Framework. The closed-loop system provides managers and supervisors with desktop proficiency information that directs the coaching and training efforts. The results are immediate and systematic improvements in employee performance.