Envision Partners with 3CLogic

Posted by Rodney Kuhn
11/12/14 9:22 AM

We're excited to announce a new partnership with 3CLogic to offer even more enhanced workforce optimization for contact centers.

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Customer Experience Not Your Core Competency? Just Reach Out for Help

Posted by Rodney Kuhn
11/10/14 11:22 AM

By now, you’ve probably read and heard quite a bit about how critical customer service is in today’s marketplace. Several market research firms have recently released reports touting the customer experience as an increasingly critical differentiator and have also predicted that it will grow even more important in the years to come.

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Eliminate Long Hold Times with Workforce Management

Posted by John Rake
10/24/14 9:03 AM

How you schedule contact center agents affects operations and customer satisfaction in ways you may not even realize. For example, tweaking your schedule so you have the optimum number of agents with the right skills on board at peak call times can greatly affect hold times.

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Is Your Growing Contact Center Improving the Customer Experience?

Posted by John Rake
10/22/14 10:54 AM

How is the customer experience about hold times when customers call your business? How about the quality of the responses they receive once they reach customer service—especially if they’ve been bounced from department to department? Are you kept awake at night worrying that capacity in your contact center is not sufficient for customer retention?

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Don't Overlook Agent Satisfaction In The Quest to Improve Contact Center Productivity

Posted by Rodney Kuhn
10/20/14 8:51 AM

Businesses are pulling out all the stops to provide top-notch customer service and contact center productivity these days, and rightly so. The statistics, reports and surveys detailing the importance of customer service are preponderant, touting its emergence as a competitive differentiator.

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Three Ways to Maintain Your Customer Service Edge

Posted by John Rake
10/17/14 9:35 AM

As it becomes more increasingly difficult to compete for consumers’ attention, the burden is on companies to find new, better ways to satisfy discerning consumers. Companies are casting an eye toward ways to maintain their customer service edge.

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Capture Data from CRM to Improve Customer Experiences

Posted by John Rake
10/10/14 10:39 AM

With Dreamforce, Salesforce.com’s user conference, just around the corner, we thought it would be a great time to talk about capturing data from your CRM system to help improve customer experiences.

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Earn Cash Rewards! Refer a Customer or Colleague to Envision

Posted by Linda Caudle
10/9/14 10:53 AM

Envision is rolling out the welcome mat to partners! With more than 20 years of enterprise workforce optimization (WFO) solutions experience we are inviting partners to our mission of providing WFO in the cloud! Click2Coach Cloud is an enterprise-class cloud-based workforce optimization solution that is affordable for all contact centers whether you have five seats or 5,000! Learn more about Click2Coach Cloud at www.envisioninc.com/click2coachcloud.

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Three Workforce Optimization Features You Might be Missing

Posted by John Rake
9/18/14 8:38 AM

In the past, the contact center was primarily a one-trick pony. Customers with a question or complaint would dial in and agents would do their best to resolve the issue at hand. Today, however, the contact center is a jack-of-all-trades.

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Improve Customer Experiences and Boost Marketing and Sales

Posted by Linda Caudle
9/15/14 10:32 AM

In recent years, the clear lines that once separated departments within an organization began to blur, with more overlap in responsibility between divisions, particularly in the contact center. Increasingly, contact center agents have been tasked with marketing or upselling new offerings during customer interactions.

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