Click2Coach

Click2Coach

Workforce optimization software for contact centers

4.3/5 (2 reviews)

Click2Coach Overview

Click2Coach is a workforce optimization application that helps contact center supervisors and their agents evaluate and improve performance. Using the cloud software, supervisors can record agents' voice and screen during their calls with customers. You can also record keystrokes and the apps agents use before, during and after customer interactions.

These recorded sessions can be played back using Click2Coach's audio/video player. Supervisors can then annotate these recording and create custom evaluation forms to give to agents. You can also use the dashboard, reporting and analytics tools to continuously monitor agent performance and identify trending behavior.

Using this data, Click2Coach can help to identify which agents need extra training and in what areas. You can plan and author training sessions and material using the built-in training tools, or you can deliver coaching on the fly from within the app directly to agents desktops.

Pricing

Starting from
US$25,00
Pricing options
Free Trial
Subscription

Devices

Business size

S
M
L

Markets

Canada, Europe, Germany, Latin America, United States

Supported Languages

English, German, Spanish

Click2Coach Reviews

Overall rating
4.3/5
100% positive reviews
1
Excellent
1
Very good
0
Average
0
Poor
0
Terrible
John P.

Click2Coach review

Reviewed on 2014/11/18
Review Source: SoftwareAdvice

Pros

The ease of use, the use voice of the customer data to find out what is trending now, and being able to use that data to make intelligent decisions.

Cons

It does not increase operational efficiency with multi-dimensional analytics to take agent performance to a whole new level.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

6.0/10
Perry K.

Fantastic relationship with Envision and this product for many years!

Reviewed on 2014/09/30
Review Source: SoftwareAdvice

Pros

I like the user-friendly functionality, the agent interface, and Envision's support team.

Cons

We waited a little longer than expected for a "Find the Agent" functionality, but we have it now and it works great.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Click2Coach Pricing

Starting from
US$25,00
Pricing options
Free Trial
Subscription

Trainer
$25 user/month (billed annually)

Professional
$50 user/month (billed annually)

Professional Plus: $65 user/month (billed annually)

Click2Coach Features

  • Customizable Templates

  • API
  • Activity Dashboard
  • Activity Tracking
  • Automatic Notifications
  • Automatic Reminders
  • CRM Integration
  • Calendar Management
  • Contact Database
  • Custom Fields
  • Customer Database
  • Customizable Branding
  • Customizable Reporting
  • Data Import/Export
  • Electronic Payments
  • Email Integration
  • Mobile Integration
  • Reporting & Statistics
  • Social Media Integration
  • Third Party Integration

Additional information for Click2Coach

Key features of Click2Coach

  • Agent training/eLearning materials
  • Annotations within recordings
  • Audio & video playback
  • Coaching tools
  • Customizable evaluation templates
  • Data analytics & tagging
  • Desktop activity recording
  • Enhanced search of recordings
  • Net Performance Scores
  • Performance dashboard
  • Performance reports
  • Training delivery to agent desktop
  • Voice & screen recording

Benefits

  • In addition to recording the voice and screen during agent and customer interactions, you can also record keystrokes and application workflow that the agent carries out before, during & after the interaction.

  • Playback voice & screen recordings at any time in order to analyze them. Stop, fast forward, rewind and annotate them as you go.

  • Use enhanced search, such as by keyword, call duration, ANI or DNIS info, phone number, or account number, to find the interactions that matter to you.

  • Create and publish customizable evaluation templates in order to share your assessment of your agents' performance based on your company's KPIs.

  • Use the summary of trending topics, such as keywords, agent keystrokes and apps they use, to decide which skills need to be improved on and plan coaching & author training material in accordance.

  • Click2Coach FAQs

    Below are some frequently asked questions for Click2Coach.

    Q. What type of pricing plans does Click2Coach offer?

    Click2Coach offers the following pricing plans:

    Starting from: US$25,00

    Pricing model: Subscription

    Free Trial: Not Available

    Trainer
    $25 user/month (billed annually)

    Professional
    $50 user/month (billed annually)

    Professional Plus: $65 user/month (billed annually)

    Q. What are the main features of Click2Coach?

    Click2Coach offers the following features:

    • Agent training/eLearning materials
    • Annotations within recordings
    • Audio & video playback
    • Coaching tools
    • Customizable evaluation templates
    • Data analytics & tagging
    • Desktop activity recording
    • Enhanced search of recordings
    • Net Performance Scores
    • Performance dashboard
    • Performance reports
    • Training delivery to agent desktop
    • Voice & screen recording

    Q. Who are the typical users of Click2Coach?

    Click2Coach has the following typical customers:

    Large Enterprises, Mid Size Business, Small Business

    Q. What languages does Click2Coach support?

    Click2Coach supports the following languages:

    English, German, Spanish

    Q. What type of pricing plans does Click2Coach offer?

    Click2Coach has the following pricing plans:

    Subscription

    Q. Does Click2Coach support mobile devices?

    We do not have any information about what devices Click2Coach supports

    Q. What other apps does Click2Coach integrate with?

    We do not have any information about what integrations Click2Coach has

    Q. What level of support does Click2Coach offer?

    Click2Coach offers the following support options:

    Online Support, Phone Support