Contact Center Solutions Featured Article

Envision Helps Vermont Teddy Bear Co.

November 08, 2007

If you want to follow a great customer service success story, find one about a company that has massive seasonal spikes. After all, for a company with a very predictable sales cycle to achieve excellence is not all that impressive. You can always plan for what you know is coming. But companies with vast seasonal variances are the ones to watch to learn what (and what not) to do.
 
Envision Telephony, Inc., a provider of enterprise contact center software, has announced a new (and particularly fun) client, the Vermont Teddy Bear Company.
 
The Vermont Teddy Bear Company is a popular manufacturer of handcrafted American-made teddy bears, and the company recently managed to increase 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. It is one of the top-rated stores on the Internet: it’s 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 upsell 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.
 
 
Tracey Schelmetic is Editorial Director of Customer Interaction Solutions magazine. To see more of her articles, please visit her columnist page.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users.
 
 
Today’s Featured White paper is titled Accelerating 3G Mobile Video Communications brought to you by HP.
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Centers Embracing Asterisk

The VoIP PBX Asterisk has long been touted, along with Linux, as one of the open source movement's biggest success stories, but how does the open source PBX fare under real-world contact center use? Very well, according to a guest post on Asterisk developer Digium's blog by Loway founder Lorenzo Emilitri. [ Read More ]
04/16/2014

OTRS Improves its Customer Support Software with New Features

OTRS Group has announced that it enhanced customer support software by adding new OTRS Feature Add-On "Ticket Allocation" feature to it. This is good news for service organizations and call centers that want to assign tickets automatically to its staff members. [ Read More ]
04/15/2014

Revana Wins Three Stevie Awards

Revana, the growth services division of TeleTech Holdings, Inc., recently announced that it was recognized with Sales Outsourcing Provider of the Year award, in the 9th Annual Stevie Awards for Sales & Customer Service. The company has won the Sales Outsourcing Provider of the Year award for third consecutive year. Apart from the Gold Stevie Award, Revana also won Silver awards both in the Online Sales and Telesales categories for its partnership with Google and another global client. [ Read More ]
04/15/2014

Amazon.com Employs Reverse Psychology with 'Pay to Quit' HR Practice

It's a practice that has business owners shaking their heads - companies offering bonuses for employees to quit their jobs. But that's exactly what Amazon.com has started doing with its employees. Each year the retail e-commerce giant plans to offer its fulfillment-center employees a $2,000 bonus if they decide to quit. It increases $1,000 each year until it caps at $5,000. [ Read More ]
04/15/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!