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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How to Build a Customer-Centric Contact Center

Posted by Linda Caudle
5/20/14 2:30 PM

"Customer-centric” is shaping up to be a buzzword for 2014, and perhaps no area of your company is more consumer-focused than the contact center. Service quality can make or break a company. After all, 86% of customers quit doing business with a company after a bad customer service experience, and over half admit they would only try to reach support once before giving up on a purchase.

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It's Time for Contact Center Solutions Spring Cleaning

Posted by Linda Caudle
4/15/14 1:52 PM

Spring is here and that means it’s a great time to clear the cobwebs away from your customer service strategy and usher in some fresh habits to start the new season. After all, recent research from McKinsey indicates that 70 percent of purchasing experiences are based on how a customer feels they are being treated.

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Choosing the Right Contact Center Solutions Provider

Posted by Linda Caudle
3/19/14 10:11 AM

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Five Biggest Challenges for Contact Centers

Posted by Linda Caudle
3/2/14 3:45 PM

Today’s contact center is at the forefront of customer service, satisfaction, and retention. In many ways, it is the hub of the organization, making it a particularly challenging place to work and manage effectively. However, contact center challenges, while varied, are not insurmountable. Having the right tools on hand, such as voice of the customer data, can help the contact center stay organized and productive, meet customer expectations, and succeed in a competitive marketplace.

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Better, Faster, Cheaper, Envision Leads Again

Posted by Linda Caudle
1/22/14 6:02 PM

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How to Prepare your Contact Centers for the Holiday Season: Part One

Posted by Linda Caudle
12/13/13 9:03 AM

Get ready, get set...the holidays are nearly here, and with them come a flood of calls to your contact centers. Put the proper coaching, training, and tools in place now so agents will be able to handle any situation thrown their way.

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How to Prepare your Contact Centers for the Holiday Season: Part Two

Posted by Linda Caudle
12/12/13 2:00 PM

The holidays bring an annual influx of customer orders, requests, questions, and complaints. Prepare your contact centers now for higher volumes so you can sail through the holiday season with less stress and more success.

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Top Three Things Contact Centers are Thankful for this Thanksgiving

Posted by Linda Caudle
11/28/13 9:13 AM

Thanksgiving is right around the corner, and with it comes a chance to express gratitude for the bountiful contact center benefits enjoyed this year. What are contact centers thankful for this holiday season? Let’s explore the top three below:

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