Envision, a global provider of workforce optimization (WFO) solutions and creator of Click2Coach, the industry standard for contact center coaching and team performance improvement, has released a white paper, which analyzes benefits of targeted coaching and gives progressive call centers practical roadmap for implementation.

The white paper titled “Are Your Coaching Methods on Target?: Coaching Practices and Tools for Today's Environment” , which has been authored by Dick Bucci, principal of Pelorus Associates and one of the preeminent experts in contact center technologies, provides practical guidelines on how progressive call centers can improve agent performance despite the growing complexity of their environment by implementing targeted coaching.

The white paper notes that traditionally, call centers have relied on automated coaching solutions that do not take into account the individual agent’s strengths and weaknesses. However, as the environment becomes more and more dynamic and customer interactions more complex, the one-size-fits-all approach results in less than optimal agent performance.

Using real-world examples and research statistics, the white paper demonstrates the advantages of targeted coaching and outlines the must-have features of any targeted coaching technology.

These include-easy select calls for QM evaluation in order to benchmark and track individual agent’s progress; integrated with speech analytics to capture performance indicators in real time; flexible evaluation templates to address individual growth areas; eLearning tools for on-demand coaching and automated delivery of personalized coaching tips

According to company officials, Envision’s Click2Coach contact center coaching and team performance platform is powering the contact centers of Fortune 1000 companies recognized for their customer service excellence.

Company officials said that Click2Coach enables contact center management to implement coaching practices that address the agents’ needs and align contact center performance with overall company objectives.

 “At a time when contact centers are tasked with directly contributing to business objectives and customer centricity programs, they must rethink their coaching methodology and technology to ensure that the agents have knowledge and tools to succeed,” said Dick Bucci, in a statement.

Bucci said that Envision Click2Coach provides management with the technology tools to implement a targeted coaching philosophy and free-up scarce supervisor time so more agents can be helped through productive one-on-one coaching sessions.

Back in January Envision announced that it has joined the Cisco (News - Alert) Developer Network as a Registered Developer within the Workforce Optimization technology category. In addition, the company also announced that Envision Centricity Server v.10.0SP1 has successfully completed interoperability testing with Cisco Unified Communications (News - Alert) Manager Enterprise v7.1