News : Bodybuilding.com Deploys Envision Centricity
SEATTLE, Dec 6, 2011 -- Envision, a provider of coaching and workforce optimization solutions, announced today that Bodybuilding.com, an online sports nutrition company, has selected Envision Centricity to power their contact centers. Bodybuilding.com joins a growing list of e-retailers who have selected Envision's solutions to deliver superior customer service through excellent agent coaching, training and workforce management.
"The Envision Centricity Workforce Optimization suite is the solution that combined the comprehensiveness and flexibility we are looking for," said Teresa Schwarz, Customer Service Director at Bodybuilding.com. "Bodybuilding.com and Envision share a common partnership philosophy and dedication to working directly with the customer and that is what sets us both apart and makes us a natural fit for a successful relationship."
Bodybuilding.com is committed to excellent customer experience. It has 105 contact center agents, based in Idaho, who provide customer service and support 24/7. Bodybuilding.com needed a comprehensive solution that would automate their scheduling, quality monitoring and coaching process. An investigative stage early in the engagement allowed Envision's team to identify Bodybuilding.com's specific needs and requirements and recommend a solution and installation that best met their goals.
As a result of this collaborative needs-assessment approach and Envision's retail expertise, Bodybuilding.com selected the Envision Centricity--a comprehensive workforce optimization solution, featuring Click2Coach(R), a comprehensive set of recording, quality management, coaching and eLearning applications--to help improve sales, customer satisfaction and agent employee satisfaction. Also included in Centricity is Envision Workforce Management which provides integrated features and ensures improved efficiency through better agent forecasting requirements and scheduling. In addition, the flexibility and breadth of Envision Centricity allows the company to continue to enhance its workforce optimization (WFO) solution by adding new capabilities as the complexity of its contact center grows, such as, speech analytics.
"The flexibility and scalability of our Envision Centricity solution suite is the perfect match for Bodybuilding.com's dynamic, excellence-focused contact center," Rodney Kuhn, founder and CEO of Envision said. "We are excited to deliver world class work force optimization to the rapidly growing and largest online sports nutrition company in the world."
Posted by Veronica Silva Cusi, news correspondent
Deliver Customer Experience without Compromise Envision Centricity™ enables superior team performance by delivering all the tools you need for complete workforce optimization (WFO). Through a customizable, easy-to-use console, you can capture, aggregate, monitor and analyze all the information you need at the agent, center and enterprise levels. Centricity includes Envision’s Click2Coach and Workforce Management solutions and is backed by our Performance Assurance Program
Published: Thursday, December 8, 2011