BPA Featured Article

There’s a lot to be said for coaching in the contact center. Coaching is far more than a script accompanied by a list of rebuttals. A robust workforce optimization solution will offer cal monitoring tools capable of analyzing each interaction, with in some cases the ability to provide instant feedback and insight.

This week, the Department of Defense Finance and Accounting Service (DFAS) augmented its arsenal of workforce optimization tools in place with the deployment of Envision’s Click2Coach in all of its contact centers. Addressing payroll and benefit needs of retire and active military is challenging, to say the least. But, with Click2Coach DFAS agents can manage any number of types of inquiries from payroll or direct deposit changes, to benefit coverage in optimal fashion.

“Envision has always been proud to partner with leading organizations to help improve customer experience,” said Rodney Kuhn, Envision’s CEO. “This expansion with an existing customer, working with our partner Diagenix, is especially gratifying considering how much positive impact Click2Coach can have to improve service to our military members.” 

With Click2Coach, DFAS gains access to a complete solution, which includes speech and agent analytics, recording, evaluation and coaching tools that empower the contact center to capture workflow, desktop, CTI (News - Alert) and interaction data, and then improve operations and agent performance.

The DFAS deployment is in its own data center’s virtual cloud environment, and is utilizing Encision virtual hardware support for stringent security and sign in. Click2Coach provides support for the Federal Information Processing Standard (FIPS), touting exceptional security features like cryptography and encryption.

Call recording, quality management and analytics are but a few key ingredients to an engaged, hall of fame contact center staff.  But, at the very least, with the proper call monitoring solution in place, every contact center can be filled with all stars.

How do you monitor calls in your contact center?