Go BackEnvision's Chief Evangelist to deliver contact centre leadership session at ICSA Annual Summit in Denver
Envision Telephony, Inc a leading global provider of software solutions for the contact center and the enterprise, announced that Connie Smith, chief evangelist for Envision, will be presenting at the International Customer Service Association (ICSA) Fourth Annual Quality Summit, June 19, 2008 at Denver Botanic Gardens in Denver, Colorado. Smith will present "Resolve to be a Better Contact Center Leader - Here's How" at 11:15 MDT.
During the presentation, Smith will describe to attendees:
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How to build relationships with your most valuable assets - your workforce - and the rewards that will follow
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What the 12 agent classifications are and why it's important to identify and manage each type differently
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How to utilize time management strategies to turn your reactive day into a proactive one
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Get to the root of performance issues - is it because they can't, they won't, or they don't know how?
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Use three critical agent needs as your base for growing great employees
Smith has been involved in the contact center industry in various roles for more than 20 years. Her cumulative experience cuts across all aspects of managing contact centers and has helped more than 30 world-class contact centers with building, relocations, mergers, assessments, vendor selection, workforce management, metrics, telephone systems, CRM and CTI applications, customer service skill development, training initiatives and quality programs.
More information regarding this event can be found at http://www.swiftpageemail.com/CSG.CSG/C080603205900/2/text.pdf.
About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company's flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance.
Envision's software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality MonitoringT and Envision eLearningT). The company's solutions are deployed across thousands of desktops in both telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.
Date - 18/06/2008
