Product/Service

Click2Coach

Source: Envision

Click2Coach
Click2Coach is an agent development solution that offers integrated quality monitoring, performance evaluation and training in one seamless coaching solution

Click2Coach is an agent development solution that offers integrated quality monitoring, performance evaluation and training in one seamless coaching solution, providing easy-to use tools for scheduling and recording customer interactions, evaluating agent skills and producing personalized training content delivered directly to agents' desktops using an easy agent interface. This ongoing feedback and training delivered to the agent every day allows contact centers to successfully develop and retain top-notch agents who provide superior customer service.

Features

  • Integrated quality monitoring and eLearning
  • Desktop authoring tool to create training videos on demand
  • Intelligent desktop delivery of training and feedback
  • Extensive real-time reporting
  • Learning management system
  • Support for voice, e-mail and Web chat communications