Click! Network Opts for Envision Click2Coach.SEATTLE -- Envision Telephony Meaning "sound over distance," it refers to electronically transmitting the human voice. In the beginning, telephony dealt only with analog signals in the circuit-switched networks of the telephone companies. , Inc., a leading provider of business solutions for the contact center and the enterprise, today announced that Click! Network Click! Network is a service of Tacoma Power a public utility in Tacoma, Washington. It provides cable television and Internet connectivity for residents and businesses in Tacoma, University Place, Fircrest, Lakewood and Fife. , a cable television and telecommunications service provider A Telecommunications Service Provider or TSP is a type of Communications Service Provider that has traditionally provided telephone and similar services. This category includes ILECs, CLECs, and mobile wireless companies. , chose the Envision Click2Coach(R) solution to provide better service to its customers. The Envision Click2Coach solution includes Envision(TM) Quality Monitoring and Envision(TM) 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 au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. 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 (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). ," stated Rodney Kuhn, Envision CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. . "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 empower verb To encourage or provide a person with the means or information to become involved in solving his/her own problems 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 analytical, analytic pertaining to or emanating from analysis. analytical control control of confounding by analysis of the results of a trial or test. 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 Communicating information, including data, text, pictures, voice and video over long distance. See communications. , software and insurance. Envision has offices in Seattle, Australia, Atlanta and Amsterdam. For more information, call 206-225-0800, ext. 500, or visit http://www.envisioninc.com. Click2Coach is a registered trademark and Envision and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners. |
|
||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion