Envision Telephony Launches Workforce Optimization 2007 Roundtable Series.Contact Center Leaders to Discuss Industry Trends and "Best Practices" Designed to Increase Revenue, Optimize optimize - optimisation Customer Satisfaction and Reduce Costs SEATTLE Seattle (sēăt`əl), city (1990 pop. 516,259), seat of King co., W Wash., built on seven hills, between Elliott Bay of Puget Sound and Lake Washington; inc. 1869. -- Envision Telephony Meaning "sound over distance," it refers to electronically transmitting the human voice. In the beginning, telephony dealt only with analog signals in the circuit-switched networks of the telephone companies. , Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced a series of roundtable events titled "An Insider's Guide to World-Class world-class adj. 1. Ranking among the foremost in the world; of an international standard of excellence; of the highest order: a world-class figure skater. 2. Contact Centers -- What You Need To Know." The roundtables will help those who manage and direct contact centers understand market trends and then apply "best practices" to improve performance. The events also provide an opportunity for participants to explore and understand how workforce optimization optimization Field of applied mathematics whose principles and methods are used to solve quantitative problems in disciplines including physics, biology, engineering, and economics. technology, including analytics, workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. , quality monitoring and eLearning, can help their organizations improve agent, contact center and enterprise performance. This year, the roundtables will discuss the characteristics of a high-performance Adj. 1. high-performance - modified to give superior performance; "a high-performance car" superior - of high or superior quality or performance; "superior wisdom derived from experience"; "superior math students" work culture and the ways managers can coach and develop teams to move from a low- to a high-performance culture. Customers across the country have participated in previous roundtables. Some comments: "[The roundtable] highlighted many of the issues we face and allowed the group to discuss them--it was very useful hearing from others who are addressing similar challenges." -- A leading regional bank "We established what we are missing in our call centers and what we are doing well." -- A major electronics retailer "The most useful aspect of the roundtable was insight into best practices." -- A national department store chain During the roundtable, Connie Smith, Envision's chief evangelist evangelist (ĭvăn`jəlĭst) [Gr.,=Gospel], title given to saints Matthew, Mark, Luke, and John. The four evangelists are often symbolized respectively by a man, a lion, an ox, and an eagle, on the basis of Rev. 4.6–10. , will describe how centers are using the voice of their customers to gain insight and take action to optimize customer experiences. She will also discuss how keeping agents happy by fulfilling their basic needs translates into increased customer satisfaction and better business performance. Smith has been involved in the contact center industry in various roles for more than 20 years. She built operations and fulfillment ful·fill also ful·fil tr.v. ful·filled, ful·fill·ing, ful·fills also ful·fils 1. To bring into actuality; effect: fulfilled their promises. 2. contact centers from the ground up, including multi-site, retail and wholesale; reengineered multiple site centers; and built one of the first true multi-channel contact centers. Her experience has been pivotal in her success at leading the development and implementation of contact center tools and processes as well as helping to achieve overall business goals by enhancing employee performance. Upcoming Envision Roundtables For a complete schedule of events, visit www.envisioninc.com/events or e-mail events@envisioninc.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 service by improving agent, contact center and enterprise performance. Envision's software includes business intelligence, speech analytics, workforce management and Click2Coach([R]) (comprised of Envision Quality Monitoring[TM] and Envision eLearning[TM]). The company's solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at www.envisioninc.com. Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Business Intelligence, Envision Workforce Management and the Envision Telephony logo are trademarks of Envision Telephony, Inc. SpeechMiner is a registered trademark of Utopy, Inc. |
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