TeamQ and Click2Coach
Customer service has become a major differentiator for all enterprises. The quest for customer satisfaction and loyalty have driven the need for efficient and reliable call center solutions. Envision and AVST have teamed up to optimize the power of TeamQ®, AVST’s informal call center for next-generation workers.
In today’s workforce, a team may not be in a single location, but they need to function as if they are. TeamQ is a UC application that helps work groups in any location – in the office, on the road, or working remote – manage incoming calls, without the cost or complexity of a full-blown contact center. TeamQ is engineered for teams of specialists: IT help desks, technical support groups, sales support, service departments, or other small teams of knowledge workers.
TeamQ + Click2Coach
TeamQ, combined with Envision’s Click2Coach workforce optimization software, empowers small teams of next-generation knowledge workers with vital call center features.
- Uniform Call Distribution (UCD)
- Automatic Call Distribution (ACD)
- Agent Desktop Control
- Advanced Voice and Screen Recording
- Quality Monitoring
- Workforce Management
- Performance Management
- Agent Coaching
This informal call center solution helps companies transform customer experiences into long-lasting, profitable relationships with a workforce management solution that collects data from customer interactions, voice and screen, to provide insight into operations and trends.
You’re Not in a Call Center Warehouse
Many workers wear more than one hat around the office. They sometimes handle calls as just one part of their job. Not your traditional call center. They are not answering calls 100% of the time. TeamQ is an informal call center solution that meets the needs of this multi-function worker. It stands comfortably between the traditional call center and typical hunt groups.
Informal Call Center Coaching
With the release of CX-E 9, TeamQ received a jolt of expanded capabilities. You can improve your informal call center quality, monitoring, screen capture, and coaching with Envision’s Click2Coach. Advanced voice and screen recording, workforce management, and performance management are now available within TeamQ with the help of Click2Coach. This helps new and onboarding agents to become familiar with real life interactions within the application, without having someone hovering over your shoulder during the live conversation.
If you would like to learn more about TeamQ and how it can help your team communications, join our AVST Live! webinar, Envision – Workforce Optimization for TeamQ, on Tuesday, February 20 at 10 AM PST / 1 PM EST. Like all our webinars, you can use the registration link to view the recorded webinar, and an archived version will become available in the coming months.