Three Things To Consider When Selecting a Workforce Optimization Solution

Posted by Linda Caudle
7/22/14 7:32 AM

Investing in a workforce optimization solution for your small, medium or large enterprise contact center is a big commitment. After all, the solution is not only responsible for directly shaping the work habits of your employees, but also plays a huge role in the customer experience and how satisfied they are with your company. Conducting a bit of research to make sure your software has all of the components you need to measure and track agent effectiveness is key.

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Contact Centers Continue to Look to the Cloud

Posted by Linda Caudle
7/18/14 9:36 AM

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Three Ways to Improve Your Voice of the Customer Program

Posted by Linda Caudle
7/15/14 5:03 PM

A successful voice of the customer program can provide a wealth of useful information to your business, which can be used to improve the customer experience. However, many companies fail to make use of the data they collect. In fact, according to Forrester Research, two-thirds of American companies have VoC programs, but less than one-third make decisions based on customer needs and voice of the customer data.

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Use Voice of the Customer Data for a Competitive Advantage

Posted by Linda Caudle
7/11/14 10:44 AM

In today’s highly-competitive marketplace, your company needs every advantage it can get. If you haven’t considered using voice of the customer data (VoC) to help provide that edge and improve the customer experience perhaps it’s time to try it out.

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Finely Tune Your Small Business with Workforce Management

Posted by Linda Caudle
7/9/14 9:30 AM

Unfortunately for SMBs, customers don’t care that you have more limited resources than a large enterprise; they still expect top-of-the-line service from every company they patronize. In fact, according to a recent Zendesk survey, 55 percent of consumers said they switched to a different company after a single negative customer service experience.

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Take Complexity out of Compliance Recording

Posted by Linda Caudle
7/7/14 1:46 PM

Consumers are increasingly turning toward their plastic to make payments—to the tune of two-thirds of all transactions. With this in mind—and with news of the recent breach at Target where the credit card data of up to 40 million customers was compromised—businesses need to do everything within their power to ensure that the sensitive data associated with these consumers’ credit cards is as secure as possible.

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Real Time Change from Real-Time Data

Posted by Ron Strandin
7/1/14 9:12 AM

Why does data matter? Because data is everything. Data is how you measure. Data is how you decide. Data is how you teach. Data is how you improve customer experiences. In the third video in our series, we explore the true importance of data to your contact center and your business as a whole.

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Click2Coach Cloud Delivers the Future of Contact Center Software

Posted by Ron Strandin
6/20/14 8:42 AM

When Envision started nearly 20 years ago, Envision was the first to put CTI, computer/telephony integration into a call quality product. Having the best technology at the time wasn’t enough though. We needed to ensure we gave them the tools to not only identify problems, but to make their agents better.

Click2Coach was initially created on the premise to make agents more effective. And that was revolutionary. Now, we are setting out to revolutionize the market again with Click2Coach Cloud. In our second video, I explain some of the history of Envision and the path we’ve taken to deliver the first cloud-based contact center solution with all of the features and functionality enterprise users expect at a price that enables SMBs to utilize the solution.

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Improving Customer Experience Makes Your Contact Centers Better

Posted by Ron Strandin
6/12/14 8:58 AM

They say a picture is worth 1,000 words. I’d like to think that these pictures will be worth more than that to you. As the contact center industry has continued to evolve, so has the ways we educate each other and share stories, tips and best practices. That’s why I’m excited to debut a new feature here on the blog: The Envision Video Series.

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What’s the Value of Increasing Customer Loyalty?

Posted by Linda Caudle
5/23/14 6:00 PM

Today’s best-in-class organizations know that delivering world-class customer service is no longer a value-add, but a must. After all, it’s nearly impossible for a company to survive without its customers.

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