Business Services Industry
Envision manages performance with one view for multiple centers. (Performance Management).
Customer Interface, August, 2002
At the Envision Telephony booth, ICCM attendees were introduced to Click2Coach Enterprise, an enterprise-class agent development solution that manages multiple contact centers with one global view, all from a single interface. Envision's Click2Coach offers integrated quality monitoring, performance evaluation and e-learning, providing easy-to-use tools for scheduling and recording customer interactions, evaluating agent skills and producing personalized training content.
The new Enterprise version lifts the restrictions imposed by location, allowing managers to group agents by teams or function, no matter where the agent is situated. A contact center manager, can for instance, distribute materials to multiple locations, send standard training content to...
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