Enkata's Quality Monitoring solutions integrate advanced analytics and next best action technology to focus time and budget to improve QM process efficiency and effectiveness. Focus on the right agents, the right customer interactions − with confidence − to drive improved agent and business performance.
Enkata quality management solutions build upon traditional QM functionality with advanced analytics, automated workflows, closed-loop coaching and integrated performance management. Individual solutions include:
Performance Evaluation
Flexibility and transparency are key when creating a program to evaluate interactions across multiple channels and multiple sites. Enkata’s Performance Evaluation solution streamlines the evaluation process to improve productivity and drive faster improvement cycles. Next best action technology delivers the best interactions to review straight to the evaluator’s desktop, and integrated workflows ensure the process completes timely and accurately
Coaching
Coaching is the number one way a manager can improve an employee’s performance and increase engagement. And informed, trained employees lead to better service, more satisfied customers, and increased company revenues. Enkata’s QM solution integrates with the award-winning Coach product to ensure coaching effectiveness and drive performance gains.
Quality Monitoring Calibration
Whether it is agents or management, a lack of confidence in the scoring and results of evaluations makes them useless to drive improvement. Enkata Quality Monitoring Calibration streamlines the calibration process and analyses results to ensure assessments are consistent and unbiased.
Enkata Quality Management moves beyond traditional QM functionality with advanced analytics, automated workflows, closed-loop coaching and integrated performance management. Our solutions:
Performance Evaluation
Assessing individual performance is a crucial component of delivering a satisfying customer experience, and ensuring compliance with company policies and procedures. The Enkata Performance Evaluation solution provides needed flexibility and ease-of-use for today’s multi-channel, multi-site contact center. With Enkata Performance Evaluation you can :
Coaching
Effective coaching drives improvement. Integration with the Enkata Coach delivers the ultimate performance management tools to improve productivity and lower costs. Micro target employees with the highest potential for improvement and business impact. Efficiently identify specific coaching topics and track employee progress and coaching effectiveness.
Quality Monitoring Calibration
Quality monitoring calibration is a crucial part of an effective QM process by ensuring that evaluators score agent performances consistently. A lack of confidence in the accuracy and fairness of evaluation results can destroy the effectiveness of the best planned QM program. With Enkata Quality Monitoring Calibration you can:
Quality Monitoring
Enkata’s Quality Monitoring (QM) improves process efficiency and effectiveness, including contact selection, agent evaluation,
scoring consistency and next best actions. Enkata’s performance management, closed-loop coaching and advanced analytics tools
optimize QM staff resources while helping you reach improvement goals faster.
Performance Management
Enkata’s Manage and Coach products are the ultimate performance management tools for improving productivity and reducing costs. You can micro-target those CSRs and processers with the highest potential for productivity improvements. You can also efficiently identify specific coaching topics and areas for improvement and track employee progress against coaching efforts.
Screen Recording
Capture what transpires on the desktop to discover first-hand how employees utilize applications and knowledge resources, how accurately they enter information, whether correct procedures are being followed and more. Screen recordings are automatically uploaded to secure Enkata Cloud Storage, ensuring integrity while providing centralized access for replay.
Cloud Storage
Enkata Cloud Storage provides secure and centralized storage for audio and video recordings of customer interactions. Strong encryption and role-based access controls ensure integrity of recorded information while enabling easy access to information across multiple sites and departments.Only Enkata provides the deep analytics required to get at the root cause of issues that drive improved agent interactions and better customer service. Not just a reporting tool. Not simply a dashboard that consolidates disparate data. Enkata includes an analytics workbench that helps answer the ‘what’ questions, but more importantly, the why questions. Unlike other quality monitoring solutions, this is possible because Enkata captures detailed data on 100 percent of contacts across all customer channels.
Next Best Action
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 by contact type so they can target employees for actionable next steps in coaching and training.
Advanced Analytics
Enkata’s unique combination of analytics engines (speech, performance, desktop) analyze 100 percent of customer interactions and agent activities to provide clear next step decisions for supervisors, managers, and site directors.
Enkata in the Cloud
Enkata is the only quality management solution provider to place its applications in the cloud. This cloud-based approach consolidates transaction data, performance data, and contact assets such as call recordings, surveys, and screen captures, from across geographically dispersed sites and from multiple silo’d vendor systems for quality monitoring, coaching, surveys, and more. Consolidating these assets and data has been the missing grail for a 360 degree view of the customer experience and operations.