Make Every Customer Contact Count

Your best customers contact you only a few times a year. You have to make the most of each opportunity. Solve issues. Create loyalty. Generate revenue. Why, then, is the objective of most contact centers to get people off the phone as fast as possible?

Align your front-line employees' goals with those of the greater organizations. It's time to stop managing for speed and start managing for success.

Enkata Supports You Every Step of the Way

Making this transition successfully means focusing on costs, customer experience and revenue in a balanced way. But it takes more than implementing a new set of KPIs. It also requires a fundamental change in the way you manage your operation.

Enkata's Strategic Service Suite of performance management and analytics products will help you get there , whether you're just starting to improve important metrics like FCR or you're ready to train your service team in revenue generation.

• Enkata Manage to monitor performance and automatically generate metrics-based coaching plans for business challenges such as First Contact Resolution, Sales Performance, Productivity, and Claims Performance.
• Enkata Coach to automate and standardize your employee coaching process.
• Enkata Quality Monitor to automate your QM program.
• Enkata Analytics to identify the root causes of business issues.
• Enkata Automated Call Reasoning to understand why customers contact you, without agent tagging.

Want to make the most of every contact? Request a demonstration to learn more and see the complete Enkata Strategic Service Suite firsthand.