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ShopNBC Envisions Better Customer Service

4/26/2004 9:57 AM Eastern

ShopNBC is using Envision Telephony Inc.’s "Click2Coach" solution to enhance its customer service, the vendor announced Monday.

Click2Coach -- which includes "Envision Quality Monitoring" and "Envision eLearning" -- is a complete set of training, quality-monitoring and evaluation tools. It enables supervisors to coach agents more frequently and lets agents receive information and training more often, which has increased the accuracy and consistency of customer interactions at ShopNBC, Envision said.

"Customer service is a top priority at ShopNBC, and we look forward to Envision's solution helping us to achieve our goals in this area," ShopNBC senior vice president of operations and customer service Howard Fox said in a prepared statement.

September