Mazda Drives Away With Envision Click2Coach
Envision Telephony, Inc., a leading provider of business solutions for the contact center and the enterprise, today announced that Mazda North America chose the Envision Click2Coach® solution in order to develop agent skills, increase agent efficiency and empower agents to deliver top-quality customer service. 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 agents for success. With Click2Coach, Mazda intends to conduct quality evaluations of its customer service representatives with its primary focus on enhancing their proactive coaching and training efforts.
When asked why Mazda chose Envision, Christine Bagnard, manager of CAC business development and strategy said, "Our existing quality monitoring system lacked reliability, usability and support as well as screen capture functionality crucial to understanding agent workflow. When selecting a replacement, we looked at Envision because its solutions are effective and user-friendly with a justifiable return on investment. We chose to do business with Envision because of its reputation for outstanding customer service and support."
Envision's Click2Coach solution will help Mazda's supervisors and trainers coach agents more frequently by sending personalized training to the desktop without affecting service levels. The training and coaching features of Click2Coach will help Mazda's contact center achieve its mission of retaining customers, ensuring a superior customer experience and building more momentum for the brand by helping reps sell its consumers their first or next new Mazda. Additionally with Click2Coach, Mazda can deliver updated information, new policies and product information and marketing updates instantaneously to all agents, ensuring that customers reach a knowledgeable representative every time they contact Mazda.
Bagnard went on to say, "Mazda's contact center is not about aggressive sales tactics, we are about confident and well-trained agents providing excellent customer service first and foremost. We see Envision helping us achieve those goals. We are very pleased with the seamless implementation too. Everything from the precision project management to the on-site installation to the well-managed training process was smooth and flawless."
"Mazda made us look good," said Rodney Kuhn, Envision CEO. "They were prepared and took ownership of the process. When you have customers like that, it makes everything fall in to place. We are looking forward to a successful partnership."
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.