Rodney Kuhn

Envision was founded by Rodney Kuhn, a pioneer in the field of CTI and contact center technology. Throughout his career, Rodney has anticipated key industry trends and used his insight to create successful first-to-market products. Rodney launched Envision in 1994 when he unveiled SoundByte Enterprise™. The winner of several major industry awards, SoundByte Enterprise was the technology behind many of the nation’s most successful contact centers and it provided the foundation for Click2Coach®, which launched in June 2000. His vision also serves as the guiding force behind the development of Envision’s newest solutions. Prior to founding Envision, Rodney played an important role in defining computer telephony standards while developing CTI-enabled voice messaging products for Active Voice, a leading manufacturer of voice processing systems.

Recent Posts

Unstructured Conversations In a Structured World

Posted by Rodney Kuhn
6/14/18 9:25 AM

Is your Quality Monitoring program the right fit for the Knowledge Workers in your contact center?  

With advances in technology, previously disparate teams of Knowledge Workers are now often working together as part of a contact center that was traditionally comprised of the Task Worker. 

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New Years 2017 ~ Who Could Ask For Anything More

Posted by Rodney Kuhn
12/27/17 9:18 AM

Who could ask for anything more?  

Patents, awards, contracts and customers! There are times when you are so grateful, you just have to shout it out and tell all your friends. This year has been especially productive and rewarding making all of us at Envision so incredibly honored and proud.

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Fix the Biggest "Leaks" In Your Customer Experience

Posted by Rodney Kuhn
12/13/17 10:50 AM

Recently I ordered a product online. The experience was safe, easy, price competitive and the item was delivered right to my door step.  It occurred to me how many things had to go right to create this great customer experience.  Their website had to function well in various browsers. Their payment portal had to work properly. They needed to have my item in stock and be able to ship it by the promised date. Every step of the order and fulfillment process had to be perfect to produce a happy customer. Miss even one step and a customer would be disappointed.

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Do Your Best Agents Still Need Coaching?

Posted by Rodney Kuhn
9/28/17 8:49 AM

No matter what type of contact center, we all have agents with different levels of tenure, skill and motivation that inevitably leads to a bell curve of agent performance and effectiveness. We all desire our agents move to the upper end of the curve where that magic combination of high productivity and quality exists.

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You shouldn’t have said that!  You shouldn’t have done that!

Posted by Rodney Kuhn
8/14/17 9:13 AM

Have you ever had a coach or manager offer such helpful, or not so helpful, advice? Did it make you want to jump right in to the conversation and ask for guidance or did you, as most of us do, get defensive and try to explain your actions?

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It’s Time to Redefine the Meaning of “Jack of All Trades”

Posted by Rodney Kuhn
5/19/17 11:00 AM

As children, we’re asked by our teachers and parents what we want to be when we grow up. As adults, however, we know the answer to this question isn’t so easy—especially in today’s working world, where it’s common for employees to wear multiple hats and balance interdepartmental responsibilities. Just consider the evolving relationship between sales and marketing, where roles and dependencies are progressively converging.

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To Master the CX, You Must Harness the Power of Personalization

Posted by Rodney Kuhn
2/17/17 12:00 PM

Since the beginning of time, one thing has remained the same when it comes to consumerism: we naturally gravitate towards personalized products and services. It’s why most of us would rather buy a shirt with a logo or design, verses a generic tee. It’s why some of us would even go so far as to have a shirt custom made if we can’t find what we’re specifically looking for.

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Sorry to Say, but the CX Was Never What You Thought It Was

Posted by Rodney Kuhn
1/6/17 1:30 PM

There’s no denying that every business today, regardless of size or industry, is driven by two simple words: customer experience.

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Four Signs that Your Patient Access Team Needs WFO

Posted by Rodney Kuhn
11/18/16 10:30 AM

Patient access teams and contact center agents have more in common than some think. Both represent the front line of customer service; interact with customers at multiple touchpoints of their experiences; and, most importantly, both require mission-critical technology that supports their core functions and priority objectives.

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Coaching Millennials: Different or Back to the Basics?

Posted by Rodney Kuhn
10/28/16 11:30 AM

Ask any business owner and they’ll agree that the millennial generation (born between 1980 and 2000) is challenging organizations to redefine their values, internal processes, retention strategies and more. Unlike former generations (Gen X, Baby Boomers), this group tends to care less about income and more about organizational transparency; less about benefits and more about buy-in; less about PTO and more about work-life balance.

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