In the changing dynamics of customer service, wouldn’t it be great to have access to a personal coach after every completed call?
Now, with Encore eCoaching by DVS Analytics, your staff can have access to a virtual coach any time.
The new Encore Quality Management eCoaching process creates evaluations and scorecards using eCoaching assignments, so customer service staff has the benefit of knowing immediately if a call went smoothly, or if there were problems and how to best correct them.
Managers can build agent scorecards with pertinent industry information such as how a customer service agent uses business intelligence.
The software can also categorize content questions like product knowledge, professionalism, process standards and consumer advocacy. What’s more, managers can monitor core values, making sure customer service agents walk the company talk.
Assignments can be created using eCoaching , to develop questions and appropriate answers. The software can be created to prompt an eCoaching assignment under particular circumstances, which would link to eLearning needs for a particular agent to be evaluated.