Envision | call center

Envision Networking Reception, May 8                               

Welcome to our guest blogger, Scott Ray, Customer Advocate Manger at Envision.

Envision is a pioneer is delivering team coaching and performance improvement products and services to the contact center. The company’s Click2Coach integrates quality monitoring and management, eLearning, automated coaching and analytics and performance management capabilities. Click2Coach and Envision Workforce management are offered via the Envision Centricity web-based workforce optimization platform.

Promote Adherence- Create a system to promote adherence by awarding those agents who adhere to their schedule for an entire month. Create a system where agents who have not varied from their schedule to write their own schedule for a week. Or, if there is a slow day or time, allow those agents to leave early one day for their hard work!

For many businesses, contact centers are the primary channel for customer interactions and thereby are the true hub of the customer relationship. How each customer interaction is handled is critical for sustaining customer relationships. But frequently, contact center managers are challenged with balancing workload with workforce to ensure service objectives are met while minimizing costs.

Christopher Musico from destinationCRM.com recently wrote about the new Centricity 9.7 release...

It’s a safe bet that your call center’s sales results can be improved upon.  Here are the 12 best practices of high selling call centers as posted by Call Center Café:

Clearly communicate sales targets:

• Set expectations: Communicate sales objectives on a daily basis so your Agents know exactly what is expected of them.

• Provide feedback: Post daily sales results at each Agent’s desk or on-line so they know how they are performing versus expectations.

As we’ve said time and time again, customer satisfaction is the cornerstone of any successful business enterprise.  Poor performance, bad databases, rude agents (or just really really persistent ones) all are contributors to getting a bad name.  In a recently posted article on Call Center Café, Gyahner discusses the reasons for poor reception from customers and ways to keep your team from being on the receiving end of all that negativity.

Don’t miss Envision’s upcoming Webinar, entitled, “Apply Time Management Principles and Increase Contact Center Management Effectiveness,” to be held on April 8^th at 10:00 a.m. pacific time. Click here to register today!

I’m very excited to announce the availability of a brand new white paper, titled “Customer Centricity – Why Now More Than Ever!” sponsored by Envision and written by Dick Bucci, renowned contact center expert and senior consultant with The Pelorus Group.