Manage - Performance Management Solution
Closing performance gaps requires going far beyond reporting. Enkata’s performance management system is a new holistic approach that gets the most from every employee and delivers large productivity gains.
Enkata Manage and Coach are the ultimate call center dashboard and performance management tools to improve productivity and lower costs. Micro target those CSRs and processers with the highest potential for productivity improvements. Efficiently identify specific coaching topics and areas for improvement. Track employee progress against coaching efforts.
Only Enkata offers Performance Management applications built upon a Next Best Action Framework. This exclusive framework allows companies to automatically compare employee performance against their peers as a means of targeting employees for actionable next steps in the coaching and training process. Employees can be compared against any performance metric, skills / behavior factors, or compliance data.
Only Enkata provides the deep analytics required to get at the root cause of issues that drive up operational costs. Not just a reporting tool. Not simply a KPI dashboard that consolidates disparate data. Enkata includes an analytics workbench that helps answer the ‘what’ questions, but more importantly, the why questions. Unlike other solutions, this is possible because Enkata captures detailed data on 100 percent of contacts across all customer channels.