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.

Best-in-class organizations rely on their contact center and workforce optimization to improve the overall customer experience, which has become a top priority for businesses and consumers alike. In fact, by 2020, the customer experience will overtake price and product as the key brand differentiator, according to the report “Customers 2020: The Future of B-to-B Customer Experience” conducted by Walker.

With this in mind, an end-to-end contact center software solution—that integrates with existing CRM software—becomes invaluable, as it improves agent performance in every facet of the job. Not all solutions are created equal, however. Click2Coach from Envision provides contact center managers with game-changing features other solutions simply lack. Let’s take a look at a few features that you might be underutilizing:

Net Performance Score

Historically, the only way contact center managers could evaluate employees was to walk around the floor, listen and take notes on performance. In addition to being a time drain, this method wasn’t particularly accurate because evaluations were made on snippets of information. The Net Performance Score feature takes voice of the customer data gathered by various Click2Coach tools and converts it to a single score that summarizes agent effectiveness. Not only can supervisors drill down in areas in which representatives need help, but they can also single out effective workers for rewards and to use as models.


Contact center managers are busy. They work in a fast-paced environment where it isn’t always easy to identify trends as they develop. Now!Cloud uses speech analytics to single out the words and phrases being used most often by callers, and creates an easy-to-understand visual diagram. For example, if a retailer notices the phrase “online shopping cart” popping up repeatedly, a supervisor can deduce that there might be a problem with its ecommerce site and quickly reach out to the appropriate parties to investigate.

Customized Coaching Packages

Sitting down with an agent to painstakingly go over the details of a call and give constructive feedback might be effective, but it’s certainly not an efficient use of time. With Click2Coach, administrators can take recordings of customer interactions and bundle them with instructional videos, a relevant section of a best practices guide, or a recording of a top-performing agent for comparison. With a click, the package is sent to the agent, all from the manager’s desk.

These features, combined with everything else Click2Coach can do, make it the ultimate tool for contact center managers trying to optimize agent performance and improve the overall customer experience.

Click here to schedule a Click2Coach demo today!

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Topics: customer experience

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