Hosted Contact Center Featured Article

Envision Demos Contact Center Coaching

By Anshu Shrivastava
TMCnet Contributor

Envision exhibited at a trade event in Miami, Florida, scheduled from October 25 to October 27, 2010. The company is a global provider of workforce optimization (WFO) solutions and creator of Click2Coach, the industry standard for contact center coaching and team performance improvement. Envision plans to exhibit and demonstrate its workforce optimization platform, Envision Centricity, including Click2Coach.

Company officials said that the attendees will be able to experience firsthand how the latest version of the solution is being deployed at contact centers worldwide to build, execute, and continually improve ongoing training programs that incorporate best practices in targeted and proactive coaching.

With Click2Coach, contact centers can improve contact center performance indicators including first call resolution, average handle time, customer churn, revenue per call, and many other relevant measures of center and organizational performance, according to company officials.

Company officials said that Envision has received a number of accolades in 2010 for its workforce optimization solutions including being named by CRM magazine as a “2010 Workforce Optimization Suite Leader,” being rated a “Hot Vendor” in Ventana Research’s 2010 “Value Index for Agent Performance Management.”

Additionally, the company also received “Product of the Year Award” from Internet Telephony (News - Alert) magazine, and the “2010 CRM Excellence Award” from Customer Interaction Solutions magazine.

Earlier last month, Envision organized a complimentary webinar for contact center management and professionals titled “Performance Coaching: The Missing Link to Agent Effectiveness.”

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