L’TUR Partners with Envision and Increases Sales by 50 Percent in Contact Center
Europe’s Leading Tourism Company Deploys Envision’s Click2Coach® to Improve Contact Center Perfromance
Seattle — May 8, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that L’TUR, a European last-minute travel company, has substantially improved the efficiency and effectiveness of its contact center with Envision’s Click2Coach. Click2Coach is an agent development solution that includes Envision Quality Monitoring™ and Envision eLearning™.
As a last-minute travel company servicing customers 24 hours a day through multiple channels including the company’s offices, a Web site and a contact center, L’TUR decided to deploy Envision’s Click2Coach to not only improve the efficiency and effectiveness of its agents but also help drive sales and improve customer satisfaction.
With Click2Coach in place, L’TUR’s contact center has increased sales performance by 50 percent, reduced average call duration by 11 percent and reduced data entry errors. Additionally, L’TUR reports that its contact center has dramatically increased the number of calls recorded, increased the number of agent evaluations and enabled supervisors to quickly identify agent knowledge and skill gaps through recorded screen shots. Now L’TUR can ensure the quality of its agent-customer interactions by recording conversations and evaluating agent performance.
Click2Coach provided L’TUR’s supervisors with a systematic way to evaluate their agents and improve communication and product knowledge. “Thanks to the implementation of
Click2Coach and its option of monitoring the process on the screen while in conversation, we are now able to know a lot faster when technological options in the daily business are not being fully utilized,” said Alexander Schlotter, head of coaching and training for L’TUR.
“Travel companies like L’TUR are meeting increasing customer demand for accurate, efficient and effective service 24 hours a day,” said Rodney Kuhn, CEO of Envision. “With Click2Coach, they have successfully improved agent performance and customer experiences by delivering targeted training directly to agent desktops.”
About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach (composed of Envision Quality Monitoring and Envision eLearning). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at www.envisioninc.com.
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Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring, and the Envision Telephony logo are trademarks of Envision Telephony, Inc.
