"The Enkata solution is game-changing technology for us, because it provides the needle in the haystack for our call center managers."
Dir,Customer Service QA, Leading Global Shipping Company
Quality Monitor
Evaluate the right interactions – specifically, those with the highest potential to impact agent and business performance
Optimize staff resources with automated workflows and contact selection
Leverage results across the enterprise with role-based dashboards and reports
Enkata Quality Monitoring focuses evaluation and coaching efforts on areas with the highest business impact
Enkata Quality Monitoring (QM) moves beyond traditional QM functionality with advanced analytics, automated workflows and integrated performance management and coaching. Enkata’s QM integrates next-best-action technology so you can quickly zero in on the right agents and the right interactions – and make changes that improve agent and business performance. Our unique approach to call quality monitoring builds on traditional QM functionality by combining it with advanced analytics, automated workflows, and integrated performance management and coaching.
Performance evaluation features:
Streamlined evaluation and dispute process that improves productivity and drives faster improvement cycles
Next best action technology that delivers the interactions that most need review straight to the evaluator’s desktop
Integrated workflows to ensure the process gets completed timely and accurately
Ability to assess customer satisfaction, process effectiveness and other areas beyond agent performance
Coaching features:
Micro targeting of employees with the highest potential for improvement and business impact
Tools to efficiently identify specific coaching topics and track employee progress and coaching effectiveness
Automated administrative processes focused on performance improvement
Monitoring of coaching impact and tracking of agent performance improvement
Quality monitoring calibration features:
Streamlined quality monitoring calibration process via automated workflows
Pre-built reports that simplify sharing of scores and calibration monitoring by managers
Advanced analysis of scoring variances and trends to enhance evaluator consistency
Transparency that promotes confidence in quality program results and validity
Only Enkata offers a combination of traditional quality management functionality driven by advanced analytics and performance management that moves the quality monitoring process from simply ratings to a targeted tool for improving individual agent performance and customer satisfaction.
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