When asked why Mazda chose Envision, Christine Bagnard, manager of CAC business development and strategy said, “Our existing quality monitoring system lacked reliability, usability and support as well as screen capture functionality crucial to understanding agent workflow. When selecting a replacement, we looked at Envision because its solutions are effective and user-friendly with a justifiable return on investment. We chose to do business with Envision because of its reputation for outstanding customer service and support.”

Envision’s Click2Coach solution will help Mazda’s supervisors and trainers coach agents more frequently by sending personalized training to the desktop without affecting service levels. The training and coaching features of Click2Coach will help Mazda’s contact center achieve its mission of retaining customers, ensuring a superior customer experience and building more momentum for the brand by helping reps sell its consumers their first or next new Mazda. Additionally with Click2Coach, Mazda can deliver updated information, new policies and product information and marketing updates instantaneously to all agents, ensuring that customers reach a knowledgeable representative every time they contact Mazda.

Bagnard went on to say, “Mazda’s contact center is not about aggressive sales tactics, we are about confident and well-trained agents providing excellent customer service first and foremost. We see Envision helping us achieve those goals. We are very pleased with the seamless implementation too. Everything from the precision project management to the on-site installation to the well-managed training process was smooth and flawless.”