Call Center Software | Press Releases: Envision to Host Webinar on How a Major Airline Achieves Peak Agent Performance Through a Quality Program Makeover

Webinar to focus on how a Major US Airline has utilized Envision Click2Coach to achieve peak contact center performance

Envision Telephony, Inc., a leading global provider of workforce optimization (WFO) solutions for the contact center and enterprise, today announced the company will host a complimentary webinar for contact center professionals detailing how a major airline achieves peak agent performance through a quality program makeover on October 27, 2009 at 11 AM Pacific/ 2 PM Eastern. Attendees of the webinar will learn the steps the airline undertook to makeover their quality program in their customer relations contact center and the results they have achieved.

The webinar will be presented by the manager of customer relations for the airline and Connie Smith, industry consultant for Envision. As an industry consultant for Envision, Connie Smith’s mission is to educate the industry on the importance of workforce management, quality monitoring, coaching, eLearning, performance management and analytics. Specifically, attendees in this live and interactive web event will learn:

• What impact a quality monitoring form done right can have on a contact center
• How the airline aligned their quality monitoring program with company initiatives and yearly performance indicators to create a unified performance standard
• How the quality monitoring team is now consistently calibrating at a variance of 6% or lower
• What key performance improvements were gained in the areas of KPI’s, employee satisfaction, and the customer experience

“We are proud that our solutions have played a crucial role in establishing and maintaining this airline’s extremely positive customer service reputation,” said Jim Shulkin, director of marketing for Envision “It’s a great pleasure for us to be able to make their story of success and best practices available to other contact centers interested in delivering a superior customer experience.”

To register for this event, please visit: http://www.envisioninc.com/events.cfm

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Envision, Envision Telephony, Inc., Envision Centricity, Click2Coach and the Envision logo are registered trademarks of Envision Telephony, Inc. Envision InteractionIQ is a trademark of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

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Envision to Host Webinar on How a Major Airline Achieves Peak Agent Performance Through a Quality Program Makeover