[May 20, 2010]

Envision to Host Webinar on How Delta Hotels and Resorts Takes a High Tech/Touch Approach to Quality Monitoring and Coaching

Envision, a leading global provider of workforce optimization (WFO) solutions and creator of Click2Coach, the industry standard for contact center coaching and team performance improvement, today announced the company will host a complimentary Webinar for contact center professionals titled, "Delta Hotels and Resorts Global Reservation Service Takes a High Tech and High Touch Approach to Quality Monitoring and Coaching" on May 26, 2010 at 10 AM Pacific/ 1 PM Eastern.

Attendees of the Webinar will hear from Perry Kendall, director of Delta Hotels and Resorts Global Reservation Services (GRS), and Connie Smith, industry consultant for Envision, what quality monitoring and coaching best practices the company utilized to increase sales and enhance agent productivity. Delta Hotels GRS operates 24 hours a day, 365 days a year with a team of 150 Reservation Sales Agents located in two contact center sites, as well as a growing team of home-based agents providing a variety of high quality services to their guests. Since deploying Envision Click2Coach, Delta Hotels has increased call conversion rates by 4%, representing millions of dollars in revenue for the company.

Specifically, attendees in this live and interactive web event will learn how Delta Hotels:

• Effectively evaluates and coaches remote agents
• Shortens the learning curve to ramp agents for quick results
• Utilizes technology to create focused coaching
• Gets frontline agents to take ownership of the quality process
• Uses coaching clips, versus traditional memos, and the value of both
• Developed a leadership structure that supports contact center and enterprise objectives

Both Perry Kendall and Connie Smith (News - Alert) have each spent more than fifteen years in the cntact center industry. Kendall has worked in leadership roles with Delta Hotels for more than fifteen years and is president of ContactNB (New Brunswick's Contact Centre Industry Association). As an industry consultant for Envision and president of SpotOn (News - Alert) Enterprises, Connie Smith's mission is to educate the industry on the importance of workforce management, quality monitoring, coaching, eLearning, performance management and analytics.

To register for this event, click here.

About Delta Hotels and Resorts

A leading Canadian hotel management company, Delta Hotels and Resorts operates and franchises a diversified portfolio with 45 full-service, city centre and airport hotels and resorts under the Delta brand. Widely regarded as Canada's "brand of choice" by guests and owners, Delta also distinguishes itself as an exemplary employer. It is the only hotel company to have been recognized for its sustained focus on business excellence by the prestigious National Quality Institute with three Canada Awards for Excellence, including the award program's highest honor, the Order of Excellence (2007). The company also consistently ranks as one of the country's best employers in The Globe and Mail's Report on Business annual "50 Best Employers" list (2001-2003, 2005-2010). As well, its Corporate Social Responsibility platform, Delta Helps, includes a chain-wide commitment to the communities it serves through a national partnership with Habitat for Humanity Canada, participation in the Hotel Association of Canada's Green Key Eco-Rating program, and work with various other charitable groups. For more information, visit www.deltahotels.com.

About Envision

Envision is a pioneer in delivering innovative team coaching and performance improvement products and services to the contact center. Envision's landmark and industry-renowned Click2Coach® fully integrates the value of quality monitoring and management, e-learning, automated coaching and robust analytics and performance management capabilities. Envision marries the power of Click2Coach and Envision Workforce Management™ together on the award-winning Envision Centricity® Web-based workforce optimization (WFO) technology platform to deliver a full spectrum of ROI-driven efficiency and effectiveness gains that meet the most specific and unique objectives 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 [email protected] or call 206-225-0800 ext. 500 for more information.

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