Customers: Borders Group, Inc.

“We used to spend a lot of training time on practical skills like providing information and solving problems,” said Borders Group Customer Service Director. “That was great, but we wanted to raise the bar by teaching our agents how to deliver a consistently pleasant, satisfying experience. We wanted to create loyal customers.”

Borders Group is a Fortune 500 company operating more than 360 Borders domestic superstores, 22 international Borders stores, 33 Books etc. locations and approximately 860 Waldenbooks stores, as well as the borders.com e-commerce site. The Borders Group contact center handles customer service for Borders domestic superstores, Waldenbooks stores and bordersstores.com.

To develop top-notch agents who continually exceed customer expectations, Borders Group turned to Click2Coach, a contact center solution that includes Envision™ Quality Monitoring and Envision eLearning. The results have been measurable and extraordinary, reports Borders Group Customer Service Director. “With Click2Coach, our biggest challenges — service quality, agent effectiveness and cost per call — have become wins.” Download the full PDF by Clicking Here!

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