Click2Coach Cloud Workforce Optimization Software by Envision is a comprehensive Contact Center Workforce Optimization solution that helps its clients record customer interactions such as phone calls, email, chat conversations and social media, and streamlines captured data to provide superior customer service. It is affordable and effective for businesses of all sizes and in many diverse industries. Click2Coach Cloud offers robust applications such as customer interaction analytics, agent evaluation and coaching, and also has both call center and help desk capabilities.
Click2Coach records each conversation an agent has with a customer, and is able to track analytics in these exchanges, including key phrases that may be trending. This data can be exported into an online dashboard for easy viewing. This helps agents spot their problem areas and which techniques are working for them. Click2Coach’s dashboard captures accurate conversation analytics no matter how many agents are in the company.
This unique solution also offers desktop training tools available to agents to assist in improving their customer service interactions. Agent performance can be assessed with tailored performance evaluations and training clips created on the fly. Evaluation templates and training clips can be saved, updated and viewed by all managers within the company.
There are a lot of features to like, but one of our favorites is its quick implementation time. Their cloud-based, downloadable application installs and is ready to use and begin generating ROI within hours. Click2Coach is also conveniently accessible from any desktop or PC, whether they work offsite, in a main office, or from home. In addition to the cloud solution, Envision also offers an on-premise version of Click2Coach.
Perry from Delta Hotels and Resorts
Employees number: 51 to 100 employees
I like the user-friendly functionality, the agent interface, and Envision's support team.
We waited a little longer than expected for a "Find the Agent" functionality, but we have it now and it works great.
Focus on the agent experience and how they will receive coaching and advice from leaders related to their calls.