Customers: Borders Group, Inc.

A Fortune 500 company, the Borders Group operates a vast network of stores, including more than 360 Borders superstores, 860 Waldenbooks stores and the Borders.com Web site. All of these outlets are supported by a single customer service team. To improve customer satisfaction, the company turned to Click2Coach^®. The goal: to develop world-class agents capable of consistently exceeding customer expectations. The robust coaching, evaluation and agent delivery tools in Click2Coach have delivered significant, measurable benefits, including a 15 percent boost in evaluation scores, a 17 percent reduction in call duration and a 22 percent decrease in cost per call. Read the complete success story.

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