Customers: Vermont Teddy Bear

With 40% of its business occurring during two separate holidays -- Valentine's Day & Mother's Day -- Vermont Teddy Bear's seasonal call center required a quality monitoring and eLearning solution that would ensure consistent, timely and efficient agent training.

Since implementing Envision's Click2Coach , Vermont Teddy Bear has seen a reduction in average call times from 7.8 to 5.9 minutes -- a critical improvement during their concentrated, high call volume seasons. Additionally, they've been able to significantly improve their 1st call resolution rate, and the eLearning best practice and training clips have enabled them to effectively train new agents, which fluctuates between 45 and 700 depending on the season.

Learn more about how Vermont Teddy Bear's contact center improved their customer service utilizing Click2Coach in this detailed case study.

Click Here to download the entire study!

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