Improve Agent Quality Scores with Click2Coach™

The Facts:

• Deliver call center training to agents' desktops, any time.
• Provide immediate feedback with screen activity video and voice capture.
• Monitor call quality with audio and screen activity.
• Use quantifiable metrics to reward excellence. Develop and coach agents to improve efficiency and effectiveness.

The Results:

• 2.5% increase in sales for Northwest Airlines. Revenue increase of $23.5 million.
• 97% increase in cross-sells at BOK Financial Corporation.
• 33% increase in quality scores, Service Net.
• 15% increase in evaluation scores, Borders Group.
• 2% reduction in call handle times for savings of $1.8 million, Northwest Airlines.
• 25% reduction in training costs, Philips Oral Healthcare.
• 75% reduction in time required for call monitoring and evaluations, BOK Financial Corporation.

Click2Coach™ provides call center supervisors with the training, quality monitoring and evaluation tools they need to develop agents who have the skills and knowledge to provide consistently superior customer service. Click2Coach augments traditional training solutions by enabling supervisors to deliver targeted, customized instruction exactly when and where it is needed.

This software solution enables supervisors to easily review customer interactions, evaluate agent skills and integrate training content with agent evaluations. Targeted training can be sent directly to the agent desktop, making it possible to quickly improve performance, reduce ramp-up times and decrease handle times. With a team of knowledgeable, skillful agents, call centers can improve the customer experience and capitalize on customer interactions to increase sales and improve business intelligence.

Video authoring software tool: Create "quick take" videos consisting of a voice recording synchronized with screen activity from an application, Web page or document in the time it takes to type an e-mail message.

Right-time coaching delivered to the agent desktop: Deliver videos, computer-based training (CBT), presentations and custom or third-party training directly to call center agents, along with coaching tools such as customer interactions and evaluations. Proprietary learning management system (LMS): Easily store, deploy, track and manage training content.

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