Case Study: Alaska Airlines improves contact center performance with Envision Click2Coach

Alaska Airlines Takes Quality Customer Service Home with Envision Click2Coach

Alaska Airlines partnered with Envision to support its growing contact center as it expanded routes and increased demand. The airline needed a way to maintain high customer service standards, control costs, and enable reliable work-from-home capabilities for more than 800 agents. It used Envision Click2Coach and quality monitoring to help agents deliver consistent service across multiple home-office configurations.

With Envision Click2Coach, Alaska Airlines’ quality assurance team could review recorded interactions, deliver targeted coaching, and support agents with training exactly when needed. The results included a 3.5% reduction in handling time, a 4.9% increase in calls handled per day, improved job satisfaction and retention, and a more than 30% reduction in real estate footprint. Envision helped Alaska Airlines improve efficiency while expanding telecommuting to better support both employees and customers.

Alaska Airlines

Bette Giboney

Manager, Call Center Training and Development