11/14/07

Vermont Teddy Bear Creates Successful Customer Service Foundation with Envision Click2Coach

Don Davis , Editor in Chief

Top-Rated Gift Manufacturer Increases Sales Agents Nearly Twentyfold During Crucial Holiday Shopping Season

Seattle - November 6, 2007 - Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Vermont Teddy Bear Company, the leading manufacturer of handcrafted American-made teddy bears, has increased sales and significantly improved both agent performance and customer satisfaction since implementing Envision’s Click2Coach® quality monitoring solution. 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.

Founded in 1984, Vermont Teddy Bear pioneered the Bear-Gram gift delivery service and is one of the top-rated stores on the Internet. The company is a Yahoo Shopping Five Star Merchant, with a 98 percent positive rating, and a BizRate.com Circle of Excellence Award winner.

Vermont Teddy Bear faces significant customer service challenges because its business has seasonal spikes; the company expands from 45 customer service agents up to 700 during holiday periods. Vermont Teddy Bear prides itself on delivering stellar customer service, so it selected Click2Coach because it offered a reliable, scalable solution that could support its call volume and evolve as the business grew.

“Click2Coach has been instrumental in maintaining high customer satisfaction levels,” said Anthony D’Andrea, quality control and customer service coach for Vermont Teddy Bear. “This solution has been the foundation for creating a successful customer and agent experience and therefore directly affects the bottom line.”

Since implementing Click2Coach, Vermont Teddy Bear reports that customer satisfaction is at an all-time high. With Envision e-Learning™ clips from Click2Coach, Vermont Teddy Bear is able to quickly train its expanding core of agents and coach them to cross-sell and up-sell potential customers. In addition, Vermont Teddy Bear supervisors are now using Envision’s automated evaluations to improve the efficiency and effectiveness of employee evaluations.

“We are very pleased to have partnered with Vermont Teddy Bear to enable them to ask their customers the right questions at the right time, thereby ensuring the best possible customer service,” said Rodney Kuhn, Envision CEO.

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 analytics, performance management, 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 http://www.envisioninc.com

Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Topics:

Call centre, Customer experience, customer satisfaction, Envision, Telephony

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