Envision Announces 2010 Customer Excellence Award WinnersEnvision Recognizes Partners Healthcare, Delta Hotels, Alaska Airlines, and WestJet for Delivering Exceptional Customer Service from Agents' Desktops to Enterprise Decision Makers
SEATTLE--(BUSINESS WIRE)--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 that Alaska Airlines, Delta Hotels, WestJet, and Partners Healthcare, are the recipients of the 2010 Envision Excellence Awards. The Envision Excellence Awards honor customers who have implemented solutions that have transformed their business by improving quality and or business performance to deliver exceptional customer service.
"Our 2010 award winners are especially noteworthy because their respective achievements all demonstrate the unique ability to 'think outside the box' and they have all built innovative business solutions utilizing Envision products to streamline their operations and improve their organization's ability to service their customers."
"Envision is very pleased to announce the 2010 Envision Excellence Award winners, all of whom have implemented industry leading best practices, received a significant return on their WFO investments, and achieved results that have made a measurable impact on their organizations," said Rodney Kuhn, Envision CEO. "Our 2010 award winners are especially noteworthy because their respective achievements all demonstrate the unique ability to 'think outside the box' and they have all built innovative business solutions utilizing Envision products to streamline their operations and improve their organization's ability to service their customers."
The 2010 Envision Excellence Awards were presented at Envision's Annual Customer Forum held in Seattle. A description of the award winners follows.
Envision Quality Monitoring and Coaching Award: Partners Healthcare
Partners Healthcare, an integrated health care system that offers patients a continuum of coordinated high-quality care, was awarded the Envision Quality Monitoring and Coaching Award for demonstrating excellence in proactively leveraging Envision solutions for coaching and development of employees and integrating them into the lifecycle of their quality program to optimize agent performance and deliver legendary customer experiences. By implementing Envision Click2Coach, Partners Healthcare established a quality monitoring program that changed the quality of interactions with their employees and customers and significantly improved the quality and accuracy of the data in their systems.
Envision Spirit Award: Delta Hotels
Delta Hotels, a leading Canadian hotel management company, was awarded the Envision Spirit Award for demonstrating excellence in creating a high-performance culture. Delta Hotels recognized that implementing quality monitoring and coaching technologies to boost agent effectiveness would be critical to their center's success. In order to create a high performance culture, Delta Hotels implemented Envision Click2Coach to effectively monitor and coach remote agents, shrink the learning curve to ramp for faster execution, and utilize technology to create the opportunity for focused coaching. In addition, Delta Hotels has strategically implemented a monitoring program for agents along with peer-to-peer coaching and uses social networking on a daily basis to improve morale and contribute to an overall high company spirit.
Envision Enterprise Value Award: Alaska Airlines
Alaska Airlines was awarded the Envision Enterprise Value Award for demonstrating excellence in proactively leveraging Envision solutions to deliver organizational value extending beyond the contact center to improve business performance. Alaska Airlines has leveraged Envision solutions to implement a successful at-home agent program. Since launching the program, Alaska Airlines now has 50% of their agents working from home, has improved agent productivity and morale, decreased absenteeism, and reduced their real estate footprint by 32%.
Envision Innovation Award: WestJet
WestJet, Canada's preferred airline, was awarded the Envision Innovation Award for demonstrating excellence in market leading innovation by leveraging Envision technologies to improve organizational efficiency and effectiveness. WestJet has implemented and maintained a creative coaching solution with Envision Click2Coach that relies upon agent participation in the evaluation process. In addition, WestJet leveraged customer inquiries via social media outlets, including Twitter and FaceBook, to handle a flood of customer communications during the rollover in reservation systems.
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 ManagementTM 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 firstname.lastname@example.org or call 206.225.0800 ext. 500 for more information.
Posted: August 25, 2010
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