connie smith:

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.

She leveraged her cumulative experience with all aspects of managing contact centers and became a consultant, helping more than 30 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.

During the course of her career, Smith has spoken at many contact center conferences such as Call Center Demo and Conference, BAI Smart Tactics, CCSF, ICCM Summit and NCOF offering her practical experience as a contact center manager and consultant. Smith’s 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. Today, she is the chief evangelist for Envision, and her passion is to educate the industry on the importance of workforce management, quality monitoring and coaching.

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"After an extensive review of the available systems on the market, we chose Envision’s solution because of the easy integration…This means a short implementation time, a better return on investment and easy administration."

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