Borgata Hotel Casino & Spa Wins Big in Customer Service With Envision's Click2Coach.Business Editors/Hospitality, Gaming & High-Tech Writers SEATTLE--(BUSINESS WIRE)--May 13, 2003 New Premiere Atlantic City Atlantic City, city (1990 pop. 37,986), Atlantic co., SE N.J., an Atlantic resort and convention center; settled c.1790, inc. 1854. Situated on Absecon Island, a barrier island 10 mi (16. Casino Hotel Adopts Agent Development and Coaching Solutions to Raise Customer Service Standards in the Gaming Industry Envision Telephony, Inc., a leading developer of contact center solutions, today announced that Borgata Borgata Hotel Casino & Spa is a hotel, casino, and spa in Atlantic City, New Jersey owned by Marina District Development Corporation, LLC. The name means "little village" in Italian. The Borgata was built to bring high rollers back to Atlantic City. At a cost of $1. Hotel Casino & Spa has selected Click2Coach(R) to support the opening of its progressive new contact center. With Click2Coach -- a complete agent development solution that offers integrated quality monitoring, training and motivation tools -- Borgata will ensure that managers have the tools to develop and coach effective, well-trained customer care representatives. "At Borgata, we recognize that superior product alone does not ensure customer satisfaction and loyalty. Indeed, we emphasize employee development and retention as drivers of heightened customer service," said Bob Boughner Bob Boughner (born 8 March 1971 in Windsor, Ontario, Canada) is a retired professional hockey defenceman. He last played for the National Hockey League (NHL)'s Colorado Avalanche. , CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. at Borgata. "Our core internal values center on trust, respect, confidence and support. Through the use of Envision's Click2Coach solution, we will be able to give our representatives the ongoing coaching and support they need to provide consistent, quality customer care and help us achieve our business goals." Borgata, a $1 billion joint venture with Boyd Gaming Boyd Gaming Corporation (NYSE: BYD) is a Las Vegas, Nevada based business engaged in the development, ownership and operation of hotels and casinos throughout the United States. Corporation and MGM MIRAGE MGM Mirage (NYSE: MGM) is a Las Vegas, Nevada-based business engaged in the development, ownership and operation of hotels and casinos throughout the world. The company began operations on May 31, 2000 after the completion of a merger of MGM Grand Inc. and Mirage Resorts, Inc. , is an upscale casino hotel located in Atlantic City's Renaissance Pointe pointe n. In ballet, dancing that is performed on the tips of the toes. [From French pointe (des pieds), point (of the feet), tiptoe; see point.] . Scheduled to open this summer, Borgata intends to fulfill its promise of marked differentiation in the gaming industry. Not only is Borgata the first new casino development project in Atlantic City in thirteen years, but it is also the first casino to develop a contact center with a new level of technical and operational sophistication so·phis·ti·cate v. so·phis·ti·cat·ed, so·phis·ti·cat·ing, so·phis·ti·cates v.tr. 1. To cause to become less natural, especially to make less naive and more worldly. 2. . Through the use of Envision's Click2Coach solution, Borgata Hotel Casino & Spa plans to employ leading-edge contact center management practices, including an aggressive workforce optimization strategy focused on continual agent coaching and feedback. According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Matt Flemming, Borgata's Director of Customer Care, "In our customer care center, we invest far more on people than on anything else. It seems only natural to protect the investment we've made in our talent with an integrated coaching and agent development solution such as Click2Coach." "Borgata is clearly a pioneer," said Rodney Kuhn, founder and CEO of Envision Telephony. "We are proud to partner with an organization who not only understands the significance of developing effective customer care representatives, but who also leads the way to a new customer service and support standard for the gaming industry." About Borgata Borgata Hotel Casino & Spa, a $1 billion joint venture with Boyd Gaming Corporation and MGM MIRAGE, is located at Renaissance Pointe in Atlantic City, NJ. The property will feature 2,002 guest rooms and suites, 135,000 square feet of gaming, 11 destination restaurants, 11 retail shops, a European spa, 70,000 square feet of event space and parking for 7,100 cars. For more information on Borgata, visit www.theborgata.com or use AOL (A division of Time Warner, Inc., New York, NY, www.aol.com) The world's largest online information service with access to the Internet, e-mail, chat rooms and a variety of databases and services. keyword: borgata. Additional news and information on Boyd Gaming can be found at www.boydgaming.com and more information on MGM MIRAGE is located at www.mgmmirage.com. About Envision Telephony Envision Telephony, Inc. is a leading provider of contact center software solutions that empower businesses to maximize every contact with their customers. Since its founding in 1994, Envision has focused on improving the effectiveness and performance of contact center agents. The company's patented solutions offer integrated quality monitoring, performance evaluation Performance evaluation The assessment of a manager's results, which involves, first, determining whether the money manager added value by outperforming the established benchmark (performance measurement) and, second, determining how the money manager achieved the calculated return and eLearning, providing easy-to-use tools for scheduling and recording customer interactions, evaluating agent skills and producing personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. training content. Envision introduced the first agent desktop interface for direct delivery of information, training and coaching in 1999. Industry analysts have since recognized the company's leadership for its overall impact on improving the quality of customer interactions. Envision Telephony has offices in Seattle, Atlanta, Toronto and Amsterdam. The company's scalable products are used by some of the world's most customer-focused companies in a variety of industries, including financial, utilities, telecommunications, software and insurance. Visit Envision Telephony on the Web at www.envisiontelephony.com. Click2Coach is a registered trademark and Envision Telephony and the Envision Telephony logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners. |
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