High Technology: Set a New Bar with Performance Management

You have to deliver fast and efficient support. It’s a competitive necessity in the high-tech industry.

The increasingly complex products and services you support escalate the task, as does the challenge of retaining knowledgeable staff.

Enkata is a technology company facing these same challenges. Our solutions help you deliver superior service while establishing a best-practice management process to ensure that your most valuable employees are happy, loyal and appropriately rewarded.

Enkata helps you achieve:

• Faster close rates: Tighten your escalation and resolution time.
• Higher First Call Resolution: Eliminate repeat calls driven by struggling agents and onerous policies.
• Faster dissemination of best practices: Quickly detect trends and patterns that need to be communicated.
• Higher customer satisfaction scores: Receive higher quality scores and willingness to recommend.
• Higher sales: Improve your sales rates. Reduce sales fallout and cancellations.

We offer the following suite of Enkata performance management products for high tech customer support organizations:

• Enkata Manage to monitor performance and automatically generate metrics-based coaching plans for business challenges such as First Contact Resolution, Sales Performance, and Productivity.
• 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.
• Enkata Rapid Applications for the fastest time to value.
• Enkata Rapid Adapters to streamline deployments.

Enkata in Action

Read how Enkata helped a leading technology manufacturer gain customer insight and improves sales.