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Envision to Present ''Quality Monitoring Best Practices'' at CCNG Seminar
SEATTLE --(Business Wire)-- Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Connie Smith, chief evangelist for Envision, will be presenting at the 2008 CCNG Member Seminar at the Wyndham Lisle Chicago Hotel & Executive Meeting Center on March 27, 2008. Smith's presentation titled "Quality Monitoring Best Practices" will begin at 10:00 am in the SAVOY EF Meeting Room.
"We are extremely pleased that Connie Smith, a noted expert and veteran in the contact center world, will be offering our members an opportunity to hear first hand what it takes to implement a quality monitoring program that encompasses best practices and is aligned with business objectives that increases both employee and customer satisfaction," said Lon Hendrickson, CCNG General Manager / Membership.
During Smith's presentation, attendees will hear:
-- How the evolution of quality has changed the way we monitor, evaluate and coach
-- What key elements are needed to design an effective evaluation form
-- How clear definitions are key to consistent servicing, scoring and calibrating
-- How the latest technology can be leveraged for greater efficiency and effectiveness
-- Who should evaluate and coach, as well as how often
Smith has been involved in the contact center industry in various roles for more than 20 years. She leveraged her cumulative experience with all aspects of managing contact centers and became a consultant, helping more than 30 world-class contact centers with building, relocation, 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.ccng.com/i4a/pages/index.cfm?pageid=4140
About CCNG
For people who manage and support customer care and contact center organizations, CCNG provides a unique network of professional peers and trusted advisors who actively share their knowledge and experience on all issues that impact performance. Since 1991 CCNG has had the unique focus of providing educational information and face-to-face networking through a membership organization. CCNG is the number one network for customer care professionals -- providing education and professional networking programs on a local, regional, and virtual basis. The common vision of CCNG Members throughout the network is to provide customer care professionals with the opportunity to give and get both knowledge and support from their professional peers and trusted advisors. CCNG membership is comprised of industry professionals, industry suppliers, and service providers. More information can be found at www.ccng.com.
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(R) (composed of Envision Quality Monitoring(TM) and Envision eLearning(TM)). 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.
Click2Coach is a registered trademark, and Envision Telephony, Envision Performance Suite, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.
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