SEATTLE--Aug. 18, 2003--Envision Telephony (Company
Profile, Past
Stories, Case
Studies), Inc., a leading
developer of contact center solutions, today announced that Fossil is
using Click2Coach(R) to coach and train agents at their desktops.
Envision's Click2Coach -- a complete agent development solution
that offers integrated quality monitoring, training and motivation
tools -- equips Fossil's managers with leading edge technology tools
for coaching agents and ensuring that they consistently exhibit
company values in every customer interaction and offer the advice
customers need when purchasing products.
"At Fossil, we introduce new products regularly throughout the
year and support multiple product lines including Fossil, Relic,
Emporio Armani, Burberry, Diesel and others. So we must give our
agents the knowledge and support they need to keep up on the latest
product changes," said Tim Burkhart, director of customer care at
Fossil. "Click2Coach provides us with a powerful coaching tool to put
information and training at agents' fingertips. Whether it is a new
product introduction or process change that needs to be communicated
to all customer care representatives or a single coaching issue that
needs to be communicated to a specific customer care representative,
Click2Coach enables us to deliver this message without having the
representatives leave their workstations."
Through the use of Envision's Click2Coach, Fossil is able to coach
and effectively develop agents who are empowered to enhance their
skills and better serve customers' needs. Fossil can now send
training, information and updates throughout the day directly to
agents' desktops, giving them the feedback they need for
self-improvement.
According to Ed Jurica, CIO at Fossil, "As CIO, I am focused on
getting the most out of our IT investments, cutting costs, setting
performance targets and improving efficiencies in all of our
operations. This is exactly what Envision's Click2Coach helps us to do
in the contact center. We are able to utilize technology to help
supervisors do more training and coaching with agents in less time.
This translates into more efficient agents and improves service for
our customers!"
"As one of BusinessWeek's 2003 Hot Growth Companies, Fossil
recognizes the impact great customer service can have on sales and
profits," said Rodney Kuhn, CEO of Envision Telephony. "We are proud
to partner with Fossil, a leader in quality and innovation, and help
ensure that their contact center workforce continues to be a
significant contributor to their overall success."
About Fossil
Fossil is a design, development, marketing and distribution
company that specializes in consumer products predicated on fashion
and value. The Company's principle offerings include an extensive line
of watches sold under the Company's proprietary brands FOSSIL, RELIC
and ZODIAC as well as licensed brands for some of the most prestigious
companies in the world including EMPORIO ARMANI(R), BURBERRY(R),
DKNY(R) and DIESEL(R). The Company also offers complementary lines of
small leather goods, belts, handbags, sunglasses under the FOSSIL and
RELIC brands, jewelry under the FOSSIL and EMPORIO ARMANI brands and
FOSSIL apparel. The Company's products are sold in department stores
and specialty retail stores in over 90 countries around the world, in
addition to the Company's e-commerce Web site at www.fossil.com.
Additionally, certain product, press release and SEC filing
information concerning the Company is available at the Web site.
About Envision Telephony
Envision Telephony, Inc. is a leading provider of contact center
software solutions that empower businesses to maximize every contact
with their customers. Since its founding in 1994, Envision has focused
on improving the effectiveness and performance of contact center
agents. The company's patented solutions offer integrated quality
monitoring, performance evaluation and eLearning, providing
easy-to-use tools for scheduling and recording customer interactions,
evaluating agent skills and producing personalized training content.
Envision introduced the first agent desktop interface for direct
delivery of information, training and coaching in 1999. Industry
analysts have since recognized the company's leadership for its
overall impact on improving the quality of customer interactions.
Envision Telephony has offices in Seattle, Atlanta, Toronto and
Amsterdam. The company's scalable products are used by some of the
world's most customer-focused companies in a variety of industries,
including financial, utilities, telecommunications, software and
insurance. Visit Envision Telephony on the Web at
www.envisiontelephony.com.
Click2Coach is a registered trademark and Envision Telephony and
the Envision Telephony logo are trademarks of Envision Telephony, Inc.
All other trademarks belong to their respective owners.
email this article