News & Events:

Envision Releases On Demand Access to Webinar on How a Major Airline Achieves Peak Agent Performance and Envision's CRMXchange Virtual Symposium Presentations

Seattle — December 10, 2009 — Envision Telephony, Inc., a leading global provider of workforce optimization (WFO) solutions for the contact center and enterprise, today announced the availability of a webcast on how a major US airline achieved peak agent performance through a quality program makeover. Attendees of the complementary on-demand presentation will learn the steps the airline took to drastically improve their quality program and the results they have achieved.

Specifically, viewers 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 improvements were gained in the areas of employee satisfaction and the customer experience.

The webcast is available here.

“We are proud Envision’s solutions have played a crucial role in helping establish and maintain this airline’s world famous reputation for exceptional customer service,” 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.”

 
In addition, Envision has released on-demand access to two recent presentations delivered at CRMXchange’s Virtual Symposium on Optimal Performance: “Maximizing Workforce Management in a Minimized Economy” delivered by Connie Smith, industry consultant for Envision and president for SpotOn Enterprises; and “Quality at the Tip of the Spear for Revenue Generation and Cost Reduction” delivered by Keith Dawson, principal analyst in Information & Communication Technologies for Frost & Sullivan, and Tom Aiello, vice president of worldwide sales and marketing for Envision.

Smith’s presentation explores how to maximize workforce management in a challenging economy by partnering with other departments; how to get off phone work and get on with the workforce management schedule; how to communicate with and empower employees; and why even smaller and mid-size centers can no longer afford to “WFM with .xls.”

Viewers of Dawson’s and Aiello’s presentation will learn:

• Why traditional contact center metrics, such as customer satisfaction, first call resolution and handle time are only part of the ROI equation for continuous quality improvement;
• How to build and maintain measures for revenue generation and cost reduction into your quality dashboard;
• Why QA should be more focused on revenue and cost than ever before;
• Building the case for monitoring quality’s influence on center/organizational financials;
• Integrating customer satisfaction and financial performance measurements to tell the entire quality story.

The on demand presentations are available here.

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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