Envision to Host Webinar on How Delta Hotels
and Resorts Takes a High Tech/Touch Approach
to Quality Monitoring and Coaching
Webinar Will Focus on How Delta’s Utilized Click2Coach® to Effectively Balance High Tech with
High Touch to Increase Call Conversion, Resulting in Increased Revenue
May 20, 2010 10:03 AM Eastern Daylight Time
SEATTLE--(EON: Enhanced Online News)--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, today announced the company will host a complimentary Webinar for contact center professionals
titled, “Delta Hotels and Resorts Global Reservation Service Takes a High Tech and High Touch Approach to
Quality Monitoring and Coaching” on May 26, 2010 at 10 AM Pacific/ 1 PM Eastern.
Attendees of the Webinar will hear from Perry Kendall, director of Delta Hotels and Resorts Global Reservation
Services (GRS), and Connie Smith, industry consultant for Envision, what quality monitoring and coaching best
practices the company utilized to increase sales and enhance agent productivity. Delta Hotels GRS operates 24
hours a day, 365 days a year with a team of 150 Reservation Sales Agents located in two contact center sites, as
well as a growing team of home-based agents providing a variety of high quality services to their guests. Since
deploying Envision Click2Coach, Delta Hotels has increased call conversion rates by 4%, representing millions of
dollars in revenue for the company.
Specifically, attendees in this live and interactive web event will learn how Delta Hotels:
l Effectively evaluates and coaches remote agents
l Shortens the learning curve to ramp agents for quick results
l Utilizes technology to create focused coaching
l Gets frontline agents to take ownership of the quality process
l Uses coaching clips, versus traditional memos, and the value of both
l Developed a leadership structure that supports contact center and