Redwood City, Calif. (PRWEB) February 08, 2013
Enkata (http://www.enkata.com), the leader in customer experience analytics and workforce optimization solutions in the cloud, announced today that TMC, a global, integrated media company, has named Enkata FCR a CUSTOMER Magazine 2012 Product of the Year Award winner.
The feature-rich Enkata FCR solution tracks repeat customer contacts and identifies the reasons driving them so clients can improve customer loyalty by reducing customer effort and decreasing servicing costs by avoiding unnecessary repeat contacts. This visibility across the full chain of repeat contacts lets Enkata clients identify the original cause, create meaningful metrics to assess individual performance and develop finely targeted improvement strategies to eliminate future occurrences.
“We’re proud that Enkata FCR is being recognized for the way it helps companies improve customer satisfaction while lowering costs,” says Dan Enthoven, Enkata’s Vice President of Marketing. “Even when companies had thought they solved the problem of repeat calls, our FCR product has been able to deliver substantial call reductions.”
“Enkata was selected to receive a 2012 Product of the Year Award for its achievement in advancing customer experience management technologies. The Enkata FCR solution has demonstrated excellence as well as provided ROI for the companies that use it,” said Rich Tehrani, CEO, TMC.
The 15th Annual Product of the Year Award winners are published in the January/February 2013 issue of CUSTOMER magazine.
Enkata is a leader and innovator in cloud-based workforce analytics and workforce optimization. Customers achieve impressive gains in functional areas ranging from the contact center to back office operations to sales while reducing the cost of each transaction. Enkata’s workforce analytics solutions capture unstructured data from voice and desktop sources to improve operational process and employee performance. Fortune 100 companies trust Enkata to examine millions of customer and employee interactions each day ensuring that each is delivering value to the organization. For more information, please visit http://www.enkata.com.
About TMC’s CUSTOMER Magazine
TMC’s CUSTOMER magazine premiered in September 2012 and is the industry’s new, definitive source for news, product information, and strategies for communications that engage customers and potential customers. Each issue of CUSTOMER includes news and insights on the latest developments in agent training, analytics, ERP, IVR, social CRM solutions, mobile apps, workforce management and more. Please visit http://www.customerzone360.com for more information.