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Carglass Germany Selects Envision Click2Coach

Carglass Germany Selects Envision Click2Coach

Envision Telephony, Inc., a provider of software solutions for the contact center and the enterprise, announced that Carglass(R) Germany, a vehicle glass company in Germany, selected Envision's Click2Coach(R) solution to provide better-quality customer service.

Carglass Germany is part of the BELRON Group, a vehicle glass repair and replacement company in the world, operates more than 800 service centers internationally. almato GmbH, the official reseller for the Click2Coach solution in Germany, Austria and Switzerland, implemented Click2Coach in Carglass' Germany-based customer service center.

Carglass Germany needed to improve the effectiveness of its contact center agents. As one of Germany's premier companies, Carglass is dedicated to its customers.

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Click2Coach, part of Envision's agent effectiveness solution, makes it easy for supervisors to provide ongoing feedback, training and evaluation of agents. As a result, Carglass Germany improved its sales conversion rate by 10 percent.

Envision's Click2Coach represents a unique approach to improving the effectiveness of contact center agents. Click2Coach integrates training, quality monitoring and evaluation tools for supervisors and eLearning for agents -- allowing contact centers to develop, motivate and retain top-notch agents who provide superior customer service.

"It all came together when we implemented Click2Coach. We were able to give our highest attention to improving quality assurance because the system is so intuitive," said Stefan Johannsen, call center manager, Carglass GmbH. "The integrated coaching tools make it easy for our agents and supervisors to use. With Click2Coach, we are guaranteed to stay number one among autoglass specialists in Germany."

"Customer service is absolutely crucial in the vehicle class industry for sustaining business and keeping customers satisfied," said Rodney Kuhn, Envision CEO. "Carglass is committed to providing exemplary customer service and recognizes the importance of investing in agent development in order to deliver legendary customer service."

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