Customers: Philips Oral Healthcare

The maker of the revolutionary Sonicare toothbrush, Philips Oral Healthcare has established itself as the number one brand in the business. Philips’ client sales and service group is also an industry leader in using positive methods to train, motivate and reward agents. But contact center supervisors who were dedicated to helping their employees deliver the best service possible found that they spent too much time monitoring live customer interactions. The answer: Click2Coach^®, which automated call monitoring and delivered robust tools for positive, proactive agent coaching. Since implementing Click2Coach, the group has seen a 25 percent reduction in training costs, a threefold increase in calls recorded for supervisor review and a jump in agent evaluations of more than 50 percent. Read the complete success story.