Quality performance management and coaching solutions are needed in order to expand the skill set of agents, while simultaneously increasing customer satisfaction rates. As the essential link between any company and its customers, they have the power to ensure key business objectives are delivered through innovative call center software solutions. Envision can dramatically elevate the level of agent effectiveness through multiple solutions, including Click2Coach, eLearning and Quality Monitoring.

Envision’s Click2Coach enables quality monitoring and management, automated coaching and robust analytics and performance management capabilities. This helps supervisors and trainers provide constant feedback, and coaches agents to excel. This results in call center agents delivering consistent, quality service every time they interact with a customer.

Click2Coach call center software allows call center supervisors to give targeted, customized instruction exactly when and where it is needed. Some of the features of this software include the ability to easily review customer interactions, evaluations of agent skills and integration of training content with agent evaluations.

With Envision eLearning, supervisors now have access to a flexible delivery method that has been designed to give agents the individualized training they require, whenever and wherever they are. According to the company, results of this solution include reduced ramp-up times, as well as decreased handle times.

Envision eLearning can be purchased as a stand-alone application, but also as one of the highly important solutions that make up the Envision Centricity platform. This platform simply integrates eLearning with other workforce optimization functions to provide a centralized, comprehensive customer solution that will improve and manage the agent, team and business performance, the company’s website stated.

According to the website, some of the features that the eLearning software boasts are: video authoring, which lets supervisors easily create training videos that have the functionality to support a voice recording and screen capture of any application, Web page or document; call center training content delivery, which uses right-time coaching to send videos, computer-based training (CBT), presentations and custom and third-party training directly to agents; a learning management system (LMS) which enables users to store, deliver and track training content and create training programs for specific reasons including a newly hired employee; and seamless integration with other quality monitoring systems including Envision Quality Monitoring.

Quality Monitoring combines traditional monitoring with customized coaching solutions helping to assist call centers with raising the skills their agents have. With Envision Quality Monitoring call center software, supervisors can review customer interactions, evaluate agent skills and integrate training content with evaluations and annotated feedback to deliver customized, targeted coaching directly to the agent’s desktop, the company revealed.

Supervisors can use this software to capture agent-customer interactions on-demand, identify trends and issues, create coaching solutions with increased speed and have access to real-time reports that contain pertinent information about individuals, groups and call centers, the site stated.

This suite of performance management and coaching solutions provides call centers with the tools needed to remain successful and continue to grow.