TMCnews Featured Article
December 13, 2011
Frost & Sullivan Highlights Power of Envision's Performance Management and Coaching Solutions
By Susan J. Campbell, TMCnet Contributing Editor
Interacting with customers in a way that meets their expectations is one of the most challenging tasks in the day of the standard call center agent. With the right tools for performance management and coaching in place, the call center agent is better equipped to handle even the most challenging customer requests.
Companies such as Envision are focused on providing the optimal performance management and coaching tools to ensure every interaction is handled in a way that not only drives satisfaction for the customer, but also generates loyalty to protect future revenue opportunities. Assessments by Frost & Sullivan (News - Alert), captured on this page, find that Envision is not only meeting this challenge, but also leading the industry in proven solutions.
Frost & Sullivan analyst, Katrina Howell, noted that technologies in agent performance optimization have continued to gain momentum, even as the global economy was taking a turn for the worse. Performance management and coaching solutions avoid lofty promises and instead deliver measurable benefits that are easily realized in a short amount of time.
Envision takes an integrated approach to the delivery of performance technologies, simplifying the challenges and costs normally associated with attempts to integrate individual solutions. This integrated suite of performance management and coaching solutions delivers immediate savings, in addition to a long-term, holistic solution that is proven as an effective tool for managing the agent workforce.
Another Frost & Sullivan analyst, Seema Lall, added that Envision has been successful in building on the power of its Click2Coach eLearning application, rapidly transforming itself into a significant provider in the performance management and coaching space with optimized applications that focus on eLearning, workforce management and quality monitoring.
Lall also stressed that the Envision Performance Suite offers a fully integrated application set available from a single source to deliver the powerful performance management and coaching capabilities necessary within the call center to drive a lower cost of ownership, simplification in upgrades and seamless maintenance procedures. Envision’s approach in this space enables the free flow of information between the various call center applications, helping to drive the optimal value from those applications to ensure a rapid return on investment (ROI).
Aside from delivering the performance management and coaching solutions needed within the call center industry, Envision is also setting the standard for integrated solutions that deliver measurable results. The company understands the importance of data integration and functionality, and delivers on the promise of superior technologies that address performance requirements within the call center industry.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Jamie Epstein
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