Connie Smith

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  www.envisioninc.com/events_view.cfm?event_category_id=6 - [Cached Version]
  Published on: 6/18/2008    Last Visited: 6/18/2008  

  Join Connie Smith, a 20+ year contact center operations and management veteran, and local contact center peers for an educational roundtable focused on identifying and exploring the strategies that make contact center leaders great.
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  Connie Smith, chief evangelist, Envision | Learn More

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  www.envisioninc.com/releases_view.cfm?article_level1_ca - [Cached Version]
  Published on: 2/12/2007    Last Visited: 9/13/2007  

  During the roundtable, Connie Smith, Envision's chief evangelist, 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 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.

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  www.iccmcanada.com/iccmcanada/v42/conference/speaker_bi - [Cached Version]
  Published on: 3/3/2009    Last Visited: 3/3/2009  

  Connie Smith Chief Evangelist, Envision
  
  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, reengineered multiple site centers and built one of the first true multi-channel contact centers in 1998, including integrated telephone, e-mail, Web chat and callback technologies.
  
  Today, she is Chief Evangelist for Envision (formerly Click2Coach), and her passion is to educate the industry on the best practices related to workforce management, quality monitoring, coaching, eLearning, performance management and analytics.

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  show.iccmcanada.com/iccmcanada/v42/conference/speaker_b - [Cached Version]
  Published on: 7/25/2008    Last Visited: 7/25/2008  

  Connie Smith Chief Evangelist, Envision
  
  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, reengineered multiple site centers and built one of the first true multi-channel contact centers in 1998, including integrated telephone, e-mail, Web chat and callback technologies.
  
  Today, she is Chief Evangelist for Envision (formerly Click2Coach), and her passion is to educate the industry on the best practices related to workforce management, quality monitoring, coaching, eLearning, performance management and analytics.

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  www.languageweaver.com/page/view/lng/1403/973/64/ - [Cached Version]
  Published on: 8/1/2009    Last Visited: 10/25/2009  

  "Now is the time to retool and rethink," says Connie Smith, president of customer service consulting firm SpotOn Enterprises. "We're seeing the best companies out there build relationships and really connect with their customers."
  
  Of course, there's no one way for a company to go about revamping its service strategies-and, like a tennis player's preference for a backhand or a forehand, some techniques are specific to certain company sizes and industries. "There's no silver bullet as far as a great strategy," Smith admits.

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  www.destinationcrm.com/Articles/Editorial/Magazine-Feat - [Cached Version]
  Published on: 8/1/2009    Last Visited: 8/24/2009  

  "Now is the time to retool and rethink," says Connie Smith, president of customer service consulting firm SpotOn Enterprises. "We're seeing the best companies out there build relationships and really connect with their customers."
  
  Of course, there's no one way for a company to go about revamping its service strategies-and, like a tennis player's preference for a backhand or a forehand, some techniques are specific to certain company sizes and industries. "There's no silver bullet as far as a great strategy," Smith admits.
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  Smith agrees that NPS is a powerful force, but suggests another excellent service strategy: boosting the loyalty programs your company already has in place. As an example, she says, "it's like pulling teeth" to get her to fly with anyone other than Alaska Airlines, but the airline doesn't serve every city. When flying to those locations, Smith says, she can opt for one of Alaska's partners and still get points in Alaska's loyalty program. "Collaborating with other competitors to offer a better loyalty program is a good strategy," she says.
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  Smith suggests we get back to basics. "This means fixing interactive voice response system routing.... Get to the right agent the first time as opposed to one agent documenting things and then having to transfer you again," she says.

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  www.ccdemo.com/CCw5/a.asp?option=G&V=3&id=220353 - [Cached Version]
  Published on: 6/3/2003    Last Visited: 10/15/2005  

  Connie SmithACCE Annual Call Center Exhibition 2005 featuring ICMI Knowledge Exchange
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  Connie SmithChief Evangelist, Envision Telephony, Inc. Connie Smith has been involved in the contact center industry in various roles for more than 20 years.She leveraged her cumulative experience with all aspects of managing contact centers and became a consultant, helping world-class contact centers with building, relocation, mergers, assessments, vendor selection, workforce management, metrics, telephone systems, CRM and CTI applications, customer service skill development, training initiatives and quality programs.Today, she is the Chief Evangelist for Envision and leads their Business Consulting unit as her passion is to educate the industry on best practices relating to business intelligence, workforce management, quality monitoring and coaching.
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  Moderator: Connie Smith (Chief Evangelist, Envision Telephony, Inc.)
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  Connie Smith
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  Connie Smith has been involved in the contact center industry in various roles for more than 20 years.She leveraged her cumulative experience with all aspects of managing contact centers and became a consultant, helping world-class contact centers with building, relocation, mergers, assessments, vendor selection, workforce management, metrics, telephone systems, CRM and CTI applications, customer service skill development, training initiatives and quality programs.Today, she is the Chief Evangelist for Envision and leads their Business Consulting unit as her passion is to educate the industry on best practices relating to business intelligence, workforce management, quality monitoring and coaching.
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  Moderator: Connie Smith (Chief Evangelist, Envision Telephony, Inc.)

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  show.iccmcanada.com/iccmcanada/v42/conference/session.c - [Cached Version]
  Published on: 7/25/2008    Last Visited: 7/25/2008  

  Connie SmithChief Evangelist, Envision
  
  Training and developing a contact centre workforce can be extremely draining.

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  www.churchofthecustomer.com/blog/customer_evangelism/in - [Cached Version]
  Published on: 8/27/2007    Last Visited: 9/30/2007  

  * Connie Smith, Chief Evangelist, Envision

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  www.teleplaza.com/TeleEventCat.cfm?cat_i=5 - [Cached Version]
  Published on: 6/20/2006    Last Visited: 8/3/2007  

  Join Envision and your contact center peers for a free roundtable teleconference moderated by Connie Smith of Envision.9-10 a.m. Pacific | 12:00 Eastern, August 8.Learn more. Envision Telephony, Inc.
  
  8/15/07 Employee/Customer Asset Value Chain: How satisfying your employees can optimize customer satisfaction and drive business growth Presented by Brian Freer, Capital District Physicians' Health Plan and Connie Smith, Envision.
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  Presented by Dale Raduenz, Great Lakes Educational Loan Services and Connie Smith, Envision.

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