Petro-Canada Delivers Legendary Customer Experiences with Envision

“We selected Click2Coach because Envision understood our business needs, could integrate easily into our telephony environment and had a reputation for providing excellent service and support,” said Sandy Bailey, Senior Coordinator of Customer Service for Petro-Canada. “Click2Coach provides an ideal solution for managing agents at multiple locations. New agents become productive quickly because the system is easy to use. We can communicate changes to specific promotions or business strategies quickly and consistently so our agents can resolve issues faster.”

Since implementing Click2Coach, Petro-Canada reports that it has quadrupled the number of calls evaluated each quarter, resulting in improved customer experiences and satisfaction; improved productivity; delivered targeted coaching packages directly to agents’ desktops; and promoted openness and fairness within the quality monitoring and fairness system.

“Every company today needs to ensure that they are consistently enhancing their relationships with their customers, or they risk losing them,” said Rodney Kuhn, Envision CEO.“By implementing Click2Coach, Petro-Canada can standardize how they evaluate, train and coach agents to ensure that they are delivering legendary customer experiences each day across their multiple centers.”

Envision Telephony, Inc. is a global provider of software and services that help 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^®.

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