Top Four Ways to Improve the Customer Experience

Posted by John Rake
7/7/15 9:00 AM

Right now, business leaders everywhere are looking for ways to improve customer service without spending a lot of money or overhauling current infrastructure. Now, thanks to recent innovations in workforce optimization software, this is possible.

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Why Financial Institutions Need Customer Analytics

Posted by Rebecca MacLeod
6/29/15 4:24 PM

Is your financial company’s contact center in the best possible position to acquire, retain and improve relationships with customers?
Are you hampered by incomplete agent training, subpar visibility into how your customers think and feel, lackluster oversight from managers or an inability to provide added value for existing customers who reach out?
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Improving Contact Center Agent Effectiveness: Generating ROI With a 21st Century Contact Center

Posted by John Rake
6/23/15 6:30 AM

If you’re looking to improve your contact center operations, hiring qualified agents and deploying a top-of-the-line customer relationship management solution are certainly steps in the right direction. These measures, however, are not the only pieces to the contact center puzzle. If you want to truly maximum your contact center’s value by transforming it from just a service hub to an ROI generator, you are going to have to go a bit further:

Create New Opportunities Using Big Data

Every interaction your employees have with customers generates information, and this information, taken as a whole, is commonly referred to as big data. If you don’t have the ability to collect and analyze information efficiently in your contact center right now, you are missing out on a whole sea of readily available business intelligence that you could be using to improve processes across your entire company.

For instance, with contact center software that can identify trending words and topics from all conversations and display them on a screen in real time, a manager would be able to recognize immediately when many consumers are calling to ask about a specific product. That information could be shared with the marketing department, which could create a special promotion—such as a “2 for 1”—giving customers an opportunity to save money on a purchase and helping your company boost sales. In the past, marketing would have had to track sales numbers for days or weeks to come up with a special offer; with real-time analytics, it can be accomplished almost immediately.  

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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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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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