|
|
 |
|
|
| Encore CenterPlus™ |
|
See Encore CenterPlus™ at work. |
|
| View the setup and evaluation tasks in the
CenterPlus Product Tour. |
 190 sec. |
| Observe Encore Screen Recording™ at work in the
CenterPlus Screen Recording Tour. |
45 sec. |
| Consider the benefits of our Analytics and Reporting tool in the
Portfolio Product Tour. |
270 sec. |
| See how you can improve your agents performance with the
Portfolio Drill-Down Tour. |
180 sec. |
| View generated reports from our representatives in the
Portfolio Sample Reports. |
 html |
| Take agent evaluation, coaching, and training to a new
level with Wygant's revolutionary CenterPlus agent performance package.
CenterPlus brings it all together.
Much more than an agent evaluation tool, CenterPlus allows you to merge work force management, training,
payroll, ACD, and MIS system data with advanced agent reviews and statistics. CenterPlus gives you top performing agents,
optimized scripts and systems, and satisfied customers.
For the first time, you and your agents can track individual evaluations and statistics on a program-by-program or skill set basis.
When you tie CenterPlus to your company's training program syllabus, add simple agent incentives,
and your contact center will see maximum performance from every agent on every call. |
It's always been the agents.
The core of any contact center is its agents. Your center's success depends on your agents' ability to achieve optimal
performance on each phone call, fax, email, or web chat contact they make.
CenterPlus helps them reach your goals by helping them overcome weaknesses, rewarding strengths with bonus points,
and involving them in a positive experience every step of the way. |
 |
Where stars are born.
With CenterPlus, agents can easily track their own performance and bonus points on line.
A simple interactive graphical format shows both strengths and weaknesses, with an emphasis on opportunities for improvement.
Call-handling kudos and concerns link to their matching voice and screen recordings,
attendance appears as a calendar, and skill or knowledge issues generate a list of appropriate training modules.
By reviewing these agent screens and progress, supervisors can follow up with targeted coaching and training that will deliver maximum results. |
Follow the data.
Data leads to knowledge, but only if you know what to do with it. CenterPlus has the power to combine data from many sources to
produce a truly accurate picture of an agent's current or past performance.
CenterPlus can automatically incorporate data from all of these sources,
and automatically assign bonus points while it is creating management and agent-specific report data:
•Real-time and historical ACD statistics help profile each agent's directly measurable
performance on a program-by-program or skill set basis.
•Workforce management and payroll statistics track schedules and attendance.
•Use CenterPlus Service Observer to record and evaluate agent contacts, either live or from scheduled recordings.
•Feed sales, conversion, issue resolution, and other contact data directly from your MIS systems into CenterPlus.
|
 |
|
Data Capture Modules
Service Observer: Listen to individual agents' conversations
and view their computer screens in real time. Or use intelligent sampling to
record both the audio and data screen for later evaluation. Choose from host
control, VOX, or CTI triggers.
CenterPlus Service Observer includes
agent evaluation forms that make individual performance reviews simple, accurate,
and objective. The interactive coaching mode lets agents listen to their own
conversations under supervisor control. They'll be able to hear for themselves
what's working and how to improve what isn't.
Workforce Management: Integrate agent schedule data from all popular
work force management systems. CenterPlus holds this information and charts it
against actual agent login and logout times captured from your PBX, ACD, or
predictive dialer; or from HR system timecard information.
Telephony: CenterPlus captures ACD and dialer statistics to
learn how agents handle calls. In addition to login and logout information, CenterPlus
captures talk-time and calls-per-hour, and it integrates with your scripting
package to compute sales-per-hour, sales-per-call, conversions, and a wealth of other information.
Scripting, Call Flow, and MIS: Use Wygant’s powerful but friendly
API to feed sales, conversion, issue resolution, and other contact data directly
from your scripting and MIS systems into CenterPlus.
Interactive Coaching: Simple, informative reports enhance
the training and supervision process. CenterPlus can transform your supervisors
into super-effective human resource developers, while your agents continue
to increase their skills, knowledge, and enthusiasm.
Callback Coaching: Callback Coach augments traditional voice mail
and "pink slip" messaging by intelligently processing calls when
a caseworker or account representative is busy or unavailable. It maximizes
caseworker effectiveness and eliminates client frustration by giving them assured
results without having to wait on hold.
Automated Performance Incentives: With CenterPlus, good work and improvement
are rewarded automatically. By monitoring every agent on every contact, both the
agent and supervisor know each time a targeted performance goal is achieved.
Incentives can be set universally, by group, by program, or even customized
for individual agents. Undesirable behaviors can be productively discouraged through
the same automated framework. |
|
|
|
