Borders Group Writes The Book On Agent Effectiveness
"We used to spend a lot of training time on practical skills like providing information and solving problems," said Borders Group Customer Service Director Charlie Moore. "That was great, but we wanted to raise the bar by teaching our agents how to deliver a consistently pleasant, satisfying experience. We wanted to create loyal customers."
Borders Group is a Fortune 500 company operating more than 360 Borders domestic superstores, 22 international Borders stores, 33 Books etc. locations and approximately 860 Waldenbooks stores. The Borders Group contact center handles customer service for Borders domestic superstores and Waldenbooks stores.
To develop top-notch agents who could continually exceed customer expectations, Borders Group turned to Envision's Click 2 Coach, an integrated contact center solution offering robust training, quality monitoring and evaluation tools. The results have been measurable and extraordinary, reports Moore. "With Click 2 Coach, our biggest challenges — service quality, agent effectiveness and cost per call — have become wins."