Case Study: Nike Golf improves service quality and cuts training time with Envision Click2Coach

Nike Golf is dedicated to honoring and respecting the traditions and heritage of the game, and to providing committed golfers with the absolute best equipment.

Nike Golf, based in Beaverton, Oregon, designs and markets golf equipment worldwide and supports more than 10,000 U.S. retail accounts. To manage nearly 200,000 business-to-business calls each year, the company needed a way to improve contact center performance, reduce training time, and deliver consistently strong service. Nike Golf turned to Envision and its Click2Coach solution to help agents and managers handle quality monitoring and coaching more effectively.

Envision implemented Click2Coach to let Nike Golf agents review and evaluate their own calls, access eLearning clips, and help create evaluation forms, creating a more self-managed quality program. The approach improved service quality, reduced new-hire phone training time by 50%, lowered escalated issues, and improved call resolution. Envision’s solution also helped build trust across the team and made coaching and training faster and more effective.

Nike Golf

Patrick Boggini

Customer Service Regional Manager