Envision Telephony, a software provider for the contact center and the enterprise, announced that L' TUR, a European travel company, has substantially improved the efficiency and effectiveness of its contact center with Envision's Click2Coach.
Click2Coach is an agent development tool that includes Envision Quality Monitoring and Envision eLearning.
As a last-minute travel company servicing customers 24 hours a day through multiple channels including the company's offices, a Web site and a contact center, L' TUR decided to deploy Envision's Click2Coach to not only improve the efficiency and effectiveness of its agents, but also help drive sales and improve customer satisfaction.
According to Envision, with Click2Coach in place, L' TUR's contact center has increased sales performance by 50 percent, reduced average call duration by 11 percent and reduced data entry errors.
Additionally, L' TUR reports that its contact center has dramatically increased the number of calls recorded, increased the number of agent evaluations and enabled supervisors to quickly identify agent knowledge and skill gaps through recorded screen shots.
L' TUR aims to ensure the quality of its agent-customer interactions by recording conversations and evaluating agent performance.
Click2Coach provided L' TUR's supervisors with a systematic way to evaluate their agents and improve communication and product knowledge. "Thanks to the implementation of Click2Coach and its option of monitoring the process on the screen while in conversation, we are now able to know a lot faster when technological options in the daily business are not being fully utilized," said Alexander Schlotter, head of coaching and training for L' TUR.
"Travel companies like L' TUR are meeting increasing customer demand for accurate, efficient and effective service 24 hours a day," said Rodney Kuhn, CEO of Envision. "With Click2Coach, they have successfully improved agent performance and customer experiences by delivering targeted training directly to agent desktops."
