Outbound Call Center Featured Article
Enkata Strategic Service Suite to Accelerate Contact Center Transition to Profit Center
In response to this change within the industry, Enkata, a provider of performance management software, has today unveiled the next generation of its Strategic Suite, a ground-breaking solution that is expected to accelerate a service center’s delivery of a differentiated customer experience and transition to a profit center.
The Enkata Strategic Service Suite is positioned as the only solution available today with features that are designed specifically to help contact centers to increase their selling effectiveness while also delivering first contact resolution (FCR).
This suite offers a packaged sales performance solution, balanced service and sales metrics, automated coaching plans and a rapid deployment option. By leveraging these capabilities, organizations are able to accelerate the service-to-sales transition by providing supervisors with advanced performance management tools to develop confident, effective revenue-producing agents.
This latest suite from Enkata introduces several new technology advances into the performance management market that focus on improving sales effectiveness. The products within this suite build on the success of Enkata’s unique Action Analytics platform and innovative FCR solution.
These advances include a Sales Performance Business Solution for tailored sales metrics, dashboards and reporting; FCR, average handle times (AHT) & Sales Correlation Analytics to track the relationship between each one; Automated Sales Coaching Plans with Action Scores; Deep Drill Supervisor Dashboards with “Click to Call” Features; and Enkata Rapid Applications.
"Converting reactive, cost-oriented call centers into proactive, engaging real-time revenue generators is a strategic imperative for call centers and their enterprises," said Donna Fluss, president of DMG Consulting LLC, in the Tuesday statement.
Enkata has made a strategic move in the industry to identify not only where contact centers are now in trying to drive every day initiatives, but also the challenges they face in making necessary transitions to support corporate goals. In delivering solutions that touch on these core elements, the company can drive demand and support the movement toward increased profit centers.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Stefania Viscusi