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ShopNBC Selects Envision Click2Coach to Enhance Customer Service Nation's Third-Largest Home Shopping Network Using Envision Solutions for Agent Training and Back-Office SupportSeattle - April 26, 2004 - Envision Telephony, Inc., a leading provider of contact center software solutions, today announced that ShopNBC is using the Envision Click2Coach(r) solution to help maximize each customer contact and to develop agent skills to empower them to deliver top-quality customer service. 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 agents for success. Click2Coach enables supervisors to coach agents more frequently, and because of its effective training tools, agents receive information and training more often which has increased the accuracy and consistency of customer interactions at ShopNBC. In its customer contact center, ShopNBC recently introduced a new tool called One View. One View enables agents to view all customer information on one screen. With Envision Click2Coach, ShopNBC quickly trained all of the agents to use the tool correctly thereby assessing customer needs and information faster. Not only are agents in the customer contact center benefiting from the Envision Click2Coach solution but ShopNBC is using it in other parts of its business to help achieve its corporate goal of excellent customer service. For example, the Customer Service Operations group, who rarely deals with customers, uses the tool to monitor interactions with vendors. ShopNBC also uses customer recordings from Envision Click2Coach to help corporate executives better understand customer needs. "We are very pleased with Envision's solution as a tool for improving customer service," said Howard Fox, senior vice president of operations and customer service. "In addition, deploying Envision Click2Coach required zero IT support on our end as it was as a seamless integration. Customer service is a top priority at ShopNBC, and we look forward to Envision's solution helping us achieve our goals in this area." "Consumers expect great service, especially when they are on the phone," said Rodney Kuhn, CEO of Envision. "Helping agents become efficient and effective has long been Envision's objective, and we are pleased to work with leading partners like ShopNBC to deliver our innovative solutions." ShopNBC is devoted to customer service in every facet of its corporate culture. They recently rolled out a company-wide initiative called "Red Carpet Care." In the "Red Carpet Care" program, ShopNBC is turning up the passion on exceeding customer expectations. ShopNBC sees Envision as an integral part of its initiative. In one month, the company has seen a decrease in call handle times and is well on its way to meeting its goals of first call resolution. About ShopNBC ShopNBC is an upscale TV and Internet retailer. The shopping network reaches about 56 million full-time equivalent cable and satellite households (DirecTV Channel 370, Dish Network Channel 228). ShopNBC is broadcast 24 hours a day, 365 days a year, and is simulcast live on the Web at ShopNBC.com. About Envision Envision Telephony, Inc. is a leading provider of contact center software solutions that empower businesses to maximize every contact with their customers. 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. The company's scalable 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 introduced the first agent desktop interface for direct delivery of information, training and coaching in 1998. Industry analysts have since recognized the company's leadership for its overall impact on improving the quality of customer interactions. Envision has offices in Seattle, Atlanta, Toronto and Amsterdam. For more information on contact center solutions, companies can call 206.621.9384, ext. 500, or visit the Web site at www.envisioninc.com. |