Put your best agent forward.

Supervisors and team leaders need to be able to quickly and efficiently find the customer interactions that matter most, evaluate them effectively and then quickly coach their agents to make necessary improvements. No matter where agents are in their learning curve, Envision provides the tools to quickly find a certain customer interaction, use that to effectively evaluate the agent, get quality levels in line with what is expected and move contact center performance to where it needs to be.

• Screen capture provides everything you need to know about what went on during a customer interaction. Did they take advantage of any opportunity to upsell? What did the agent type on the screen? What was their step-by-step workflow in solving a customer request? What applications were used?

• Live capture allows supervisors to watch a conversation as it’s happening whether the agent is on site or at home.

• Enhanced search provides ultimate flexibility to find the recorded interactions that matter most. Searches can be conducted using any keyword, call duration time codes, ANI or DNIS information, incoming phone number, customer account number, etc. Advanced filters allows you to hone your search results, such as choosing inbound or outbound calls, a particular agent or group of agents, date ranges, evaluated and non-evaluated interactions, internal and external domains, etc.

• Customizable evaluations are the key to evaluating agent performance according to your company’s unique metrics. Evaluation templates are easy to create, flexible and once published, can be used by all supervisors in the enterprise.

• Flexible evaluation scoring is simple and gives you many options to choose from including multiple choice, yes/no, open essay, weighted value, etc.

• Pinpoint data using marks makes it simple to find relevant sections of a recorded conversation by using either system-generated marks or by adding manual marks—which saves time by quickly jumping to the relevant areas of the interaction.

• Right-time coaching provides agents with coaching at the best time for your business. Deliver the recorded interaction, evaluation and additional training directly to agents at their desks so they can review these packages in-between calls or during scheduled training time. Training can include custom training videos created with eLearning and any third-party training on your network.

RESULT: You’ll transform your customer relationships by finding what you need from the customer interaction, get it down on the evaluation, and send both the evaluation and training piece back to the agent—quickly.