SOURCE: Enkata

April 29, 2008 08:00 ET

Survey Reveals Contact Center Performance Management Solutions Increasing Agent Coaching

Organizations Leveraging Performance Management Solutions Can Expect Supervisors to Spend 65% More Time Coaching; Growing Number of Contact Centers Require "Service to Sales" Operations

SAN MATEO, CA--(Marketwire - April 29, 2008) - Enkata, a leading provider of performance management software, today announced the results of a first annual performance management (PM) survey. The results reveal the growing adoption of contact center PM systems and that these solutions significantly increase the time and effectiveness of agent coaching. The survey, commissioned by Enkata and conducted by Precision Marketing Group, found that organizations leveraging PM solutions are able to improve customer satisfaction, service delivery and agent retention. Additionally, the survey found that the majority of large contact centers require agents to perform more sales outreach as a part of their responsibilities.

According to the survey, which was completed by executives responsible for contact centers at Fortune 500 companies, agent training continues to be major challenge. Industry best practices advise coaching as the most effective method for improving agent performance. As a result, 91 percent of respondents set coaching targets for contact center supervisors, and of those, 63 percent expect supervisors to spend more than 25 percent of their time coaching. To meet these goals, more contact centers are adopting emerging PM solutions to drive agent effectiveness through dashboards, reporting and fact-based coaching tools. The survey found that these adopting companies can expect supervisors to accomplish considerably more coaching time with agents.

Key highlights from the survey include:

--  Organizations using full-featured PM systems to pinpoint coaching
    topics and automate coaching best practices are able to expect 65 percent
    more coaching time from their supervisors than organizations without a PM
--  More than 70 percent of the respondents plan to focus on initiatives
    to better measure and impact customer satisfaction (CSAT).
--  Large organizations are moving more to sales-service operations. Of
    companies managing more than 1,000 agents in their operations, 80 percent
    expect agents to sell as well as provide service.

"The survey results underscore the need for PM systems at the contact center level to drive efficiency, meet aggressive coaching targets and improve the overall quality of an organization's customer service," said Ronald Hildebrandt, senior vice president of marketing and co-founder of Enkata. "With most organizations attempting to track data coming in from a myriad of systems and technologies, this survey also uncovers the crucial need to integrate data into a single, comprehensive format. Armed with this kind of actionable data, organizations can more effectively train their agents on critical new responsibilities such as expanding their work beyond service to also include sales outreach in the contact center."

To read about more emerging contact center PM trends covered in the survey, and to benchmark your contact center performance against other companies, download the complete whitepaper "2008 Adoption and Best Practices" at: Enkata is also collecting feedback for its 2009 survey and invites executives managing contact centers to participate. Please visit to participate in the research.

In the past year, Gartner named Enkata a "Cool Vendor," and Customer Interaction Solutions magazine awarded the Company both a 2007 Product of the Year Award and 2008 CRM Excellence Award. Companies using Enkata's performance management solutions have also been recognized for the outstanding service they deliver to customers including Chase Card Services, which was awarded a Ventana Research Performance Management Leadership Award and 2008 CRM Magazine Service Elite Award.

About Enkata

Enkata is the market and technology leader in Software-as-a-Service (SaaS) Performance Management for customer operations. Enkata's analytics-powered applications combine best-practice metrics, personalized dashboards, decision analytics and integrated workflow to improve the effectiveness of organizations' contact and claim centers every minute, every day. Fortune 500 companies choose Enkata for advanced analytics, proven ability to eliminate rework and SaaS delivery model.

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