Make coaching in a timely manner a New Year's Resolution

Posted by Rodney Kuhn
1/7/19 6:00 AM

Many contact centers have a goal of completing a number of quality evaluations per agent per month. What is less often talked about is the timeliness of those evaluations and how long after a call agents typically receive feedback.   

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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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