Envision, the leading provider of workforce optimization and contact center coaching solutions, announced today that Red Canoe Credit Union, a $700 million credit union, leverages Envision’s Click2Coach for its member focused contact center workforce.
“As a credit union we are responsible for maintaining a safe and secure interaction all the while delivering a distinctly northwest style of service that reflects our commitment to being more caring, responsive and passionate about our member’s dreams.” Says Kris Randall, Call Center Manager of Red Canoe. “Click2Coach helps us coach our representatives to maintain the balance between member service and the protection of our member’s privacy and security.”
With Envision’s integrated suite of workforce management, quality management and e-learning and coaching, Red Canoe Credit Union can, for example, identify any missed steps in the loan process including loan protection services. Equally important, coaches now have the tools to ensure agents present the information in a way that is reflective of the member service and values of Red Canoe.
Click2Coach is a patented, award winning recording, evaluation, coaching, speech and desktop analytics application that enables contact centers to capture phone, CTI, application workflow and desktop data. The software transforms customer experiences into long-lasting, profitable relationships by collecting the right data from customer interactions to provide insight into operations and trends. This enables businesses to take action for improvement throughout the organization.
“Our solutions not only provide insight into what is working and what needs improvement, we help companies like Red Canoe Credit Union take action to improve operations and increase agent effectiveness”, says Envision CEO Rodney Kuhn. “The flexibility and scalability of Envision’s product suite works exceptionally well for Red Canoe’s growing contact center. They join other iconic northwest brands such as Alaska Airlines, Microsoft and Nike in partnering with our Seattle based company.”