Back Office Excellence
The back office often makes or breaks the customer’s experience. Elevate your operations by scheduling, forecasting, coaching, and performing quality monitoring for unparalleled results. Witness data accuracy, efficiency, productivity, and customer satisfaction soar to new heights.
OVERVIEW
Strategies for Back Office Success: Remote or Local
Workflow Insight
Gain real-time visibility into agent workflow and screens, whether in the contact center or remote.
AI-Powered Evaluation
Apply AI to assess back office transactions, similar to front-line agent conversations.
Proactive Evaluation
Ensure adherence to standards through proactive agent evaluations.
Comprehensive Recording
Capture 100% of back office work, discreetly recording workflows like claims processing.
KPI-Driven Performance
Establish and measure KPIs like workflow, AHT, and accuracy using Click2Coach.
Efficient Tagging
Tag interactions for seamless retrieval in cases of disputes or inquiries.
Holistic Customer View
Correlate back-office screen recordings with front-line agent conversations for a complete customer experience perspective.
Cross Training
Utilize exceptional screen recording examples for cross-training, enhancing conversion skills.
Monitor Remote Agents Like There Sitting Next to You
CLICK2COACH LIVE VIEW
Gain real-time visibility into back office agents' screens with Click2Coach Live View. This facilitates coaching opportunities, identifies application usage, and boosts efficiency whether agents work remotely or on-site.
Effective Forecasting and Scheduling:
Accurately forecast back office volume and allocate resources efficiently with Envision Workforce Management. Measure and schedule back office activity as meticulously as front-line agents, ensuring optimal resource alignment.
Scalability and Flexibility:
Click2Coach is scalable from to 3 to 1000+ agents, available both on-premise and on our secure Click2Coach Cloud in Microsoft Azure. Seamlessly migrate between platforms while maintaining data integrity.
Capture and Tag:
Employ Click2Coach's interaction recording to record and tag all back office interactions. Analyze and score transactions to identify workflow discrepancies and utilize Envision AI Analytics to track trends in claims processing handle time. Click2Coach Quality Monitoring evaluates against your KPIs, driving coaching and motivation for back office agents.
Try Click2Coach
Want a personalized walkthrough of how Envision can improve your contact center and make your life easier? Just submit your information and we’ll schedule a time to talk.