Click2Coach® provides call center supervisors with the training, quality monitoring and evaluation tools they need to develop agents who have the skills and knowledge to provide consistently superior customer service.
Click2Coach call center software augments traditional training solutions by enabling call center supervisors to deliver targeted, customized instruction exactly when and where it is needed, improving customer service and call center efficiency.
- Easily review customer interactions
- Evaluate agent skills
- Integrate training content with agent evaluations
- Quickly improve contact center performance
- Reduce ramp-up times and decrease handle times
Click2Coach includes Envision Quality Monitoring™ and Envision eLearning™, both functions within Envision’s innovative Web-based user platform, called Envision Centricity™. Utilizing these powerful solutions together enables supervisors and trainers to deliver both immediate and ongoing feedback and develop agents who are motivated to excel. The result: call center agents who can deliver consistent, quality service every time they interact with a customer.
Key features of Click2Coach include: Video authoring software tool: Create "quick take" videos consisting of a voice recording synchronized with screen activity from an application, Web page or document in the time it takes to type an e-mail message.
Right-time coaching delivered to the agent desktop: Deliver videos, computer-based training (CBT), presentations and custom or third-party call center training directly to agents, along with coaching tools such as customer interactions and evaluations.
Integration with quality monitoring systems: Combine the features of Envision eLearning with quality monitoring systems from other vendors.
Learning management system (LMS): Easily store, deploy, track and manage call center training content.
