Click! Network Opts For Envision Click2Coach
Envision Telephony, Inc., a leading provider of business solutions for the contact center and the enterprise, today announced that Click! Network, a cable television and telecommunications service provider, chose the Envision Click2Coach solution to provide better service to its customers. The Envision Click2Coach solution includes Envision Quality Monitoring and Envision eLearning and is a complete set of training, quality monitoring and evaluation tools to coach contact center agents for success. Click2Coach allows supervisors to regularly coach customer service representatives' (CSRs) at their desks thereby improving quality of service and sales.
Looking to provide better customer service, Click! Network chose the Envision solution because of its ease of use and automated quality monitoring that allows Click! Network Leads to spend more time on one-to-one monitoring and coaching. Leads are able to easily share best practices and CSRs can perform self-evaluations. In the first year of having Click2Coach, Click! Network saw an increase in sales, sales upgrades and customer satisfaction survey scores. They are currently exceeding their goals for the year which will achieve a milestone for the customer care department.
"Click2Coach is a big part of what we do here," said Theres Steiner, customer care manager. "Our CSRs are in friendly competition with each other to get higher evaluation scores, our Leads have higher expectations and we are monitoring more often. Click2Coach also shows me how good my people are."
"Envision provides integrated, easy-to-use solutions that will drive revenue and deliver ROI," stated Rodney Kuhn, Envision CEO. "We worked with Click! Network to understand its unique challenges and partnered with them to produce continuous performance improvements."
About Envision
Envision is a leading provider of software solutions that empower businesses to produce profitable and enduring customer relationships from customer interactions. Since its founding in 1994, Envision has focused on improving the effectiveness and performance of contact center agents to create measurable value for the enterprise. In 2004, Envision introduced a new suite of applications to provide business intelligence and analytical tools to the enterprise for achieving "The Superior Customer Experience." The company's scalable, integrated products are used by some of the world's most customer-focused companies in a variety of industries, including financial, utilities, telecommunications, software and insurance. Envision has offices in Seattle, Australia, Atlanta and Amsterdam. For more information, call 206.225.0800, ext. 500, or visit www.envisioninc.com.