Envision | Free Educational Podcast Series: Aligning Contact Center Performance Metrics to Strategic Corporate Objectives

Our very own Doug Geganto, Envision Senior Applications Consultant, has developed this series to showcase how Envision & Vermont Teddy Bear worked together to successfully align both corporate and services goals while increasing sales. In this podcast series, you will learn how Vermont Teddy Bear addressed and resolved their customer service and sales issues by achieving significant improvement in agent performance, aligning their corporate service and sales goals and focusing on their premium shipping program.  The implementations have resulted in huge revenue gains.

In Part 1, Doug Geganto, Senior Application Consultant, Envision, describes ‘The Evaluation Process’.  Hear how Envision was able to assist in defining the problem areas and steps necessary to resolve Vermont Teddy Bear’s issues -- which included the establishment of up sell and cross sell measurements, creating a workable evaluation template, and identifying new revenue streams.  

In Part 2, ‘Change is Never Easy’, Doug describes how Vermont Teddy Bear implemented  overall best practices for evaluating agents, a  re-design of Vermont Teddy Bear’s evaluation template, an upgrading of their sales and training program, and significant revenue improvements by unleashing previously untapped revenue sources.  

Please join us for this real world case study and learn how Vermont Teddy Bears’ achievements can be successfully applied to your own contact center operation.