Companies with Coaching Programs Are 50% More Likely to Have Lower Turnover, are Achieving 27% Greater Profitability, and Have 56% Higher Customer Loyalty

SEATTLE (September 08, 2010) – 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, announced today a complimentary webinar for contact center management and professionals titled “Performance Coaching: The Missing Link to Agent Effectiveness” on September 22, 2010 at 10 AM Pacific/ 1 PM Eastern.

During the webinar, Connie Smith, president of SpotOn Enterprises and an industry consultant for Envision, will share with attendees why coaching has become one of the most important drivers of agent effectiveness and team performance within the contact center. Yet many centers still do not allocate adequate time or resources to developing and implementing a well thought-out program. Smith will discuss how an effective coaching program is not as simple as selecting someone to conduct side-by-side sessions to discuss “done well’s” and “do betters.” Instead, Smith will describe how a coaching program should be a standard daily routine that is integrated into the lifecycle of the contact center.

Attendees of this webinar will learn:

– What guiding principles every coaching program must possess

– How to turn coaching sessions from statistical transactions into interactions

– How to identify the root reason for a skill deficiency

– How to get your employees to take ownership and engage in the coaching process

– Why random evaluation and coaching is out and targeted skill honing is in

Connie Smith has been involved in the contact center industry in various roles for more than 20 years. She has built operations and fulfillment contact centers from the ground up, including multi-site, retail and wholesale, re-engineered multi-site centers and built one of the first true multi-channel contact centers. Smith has authored over 50 articles and white papers and has presented to hundreds of audiences worldwide offering her practical experience as a contact center leader and consultant.

To register for this event, click here.

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(TM) 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 info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

Contact
Envision Telephony, Inc.
Jim Shulkin, 206-225-0843
jim.shulkin@envisioninc.com
or
Pathway Communications
Theresa Smith, 818-704-8481
tls@pathwaypr.com

Source: Envision