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Enkata's Action Center Aims to Increase Employee Productivity
Call Center Software Featured Articles
August 28, 2013


Enkata's Action Center Aims to Increase Employee Productivity


By Miguel Leiva-Gomez
TMCnet Contributor

Enkata, an innovator behind employee performance optimization (EPO) solutions for healthcare and call centers, has recently launched its Enkata Action Center, a new piece of its cloud offer that streamlines the management of employees and provides data to managers that helps them improve performance in their departments. In addition to this, Enkata Action Center sends reminders to managers to ensure they do not forget to make certain adjustments.


Enkata developed its Action Center to address an issue with other employee performance suites: They do not inform employees of the possibilities they have to improve their performance. Enkata's Action Center delivers an automated system that delivers coaching to employees, which makes them aware of the problems the companies they work for have in areas that concern them. This cuts the managers some slack, eliminating the need for them to individually coach each employee.

Richard Snow, vice president and research director at Ventana Research, said that Action Center “takes the value of analytics one step further by automatically identifying the specific actions people can take to improve, and then providing relevant information to employees that need help.”

“Our benchmark research shows that analytics is the most important business technology innovation for many organizations,” he added. “Managers need to know what their employees are doing in order to reduce errors and improve productivity, and analytics provide them with this knowledge.”

Action Center works by figuring out where employees' problem areas are, including work habits that reduce productivity. It then proceeds to let the employee know how he or she can improve working capabilities. It finds out whether employees are missing important steps in their processes, or are multi-tasking when they should instead be focused on one particular area of work. If the employee's behavior presents a pattern, Action Center gives the employee a nudge through a message known as an “Improvement Opportunity.”




Edited by Alisen Downey

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