Enkata Desktop Analytics

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 call handling behaviors account for 5- 10% 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% 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 call (and between calls). 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.

Trim Costs with Enkata Desktop Analytics

Track agent activity on every call…or between calls. See how agents use their desktop applications to detect events that increase AHT and agent frustration.
Pinpoint agent behaviors for coaching and training. Identify the habits that impact efficiency and drill directly to coachable examples.
Stop risky behaviors right away. Get daily Hotline Alerts on every compliance violation or policy breach.
Improve your processes and applications. Discover the barriers to efficient and effective customer service and quantify the cost savings to fix them.
Deploy in less than 2 weeks. Enkata Desktop Analytics requires minimal integration and can be installed and configured in as little as 10 days.

Want to improve productivity by 10-15%? Request a demonstration to see Enkata Desktop Analytics in action.