Biography
 Connie Smith Chief Evangelist Envision |
Connie Smith has been involved in the contact center industry in various roles for more than 20 years. Starting among the agent ranks, she has also held various positions including management. Connie 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 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 (formally Click2Coach), and her passion is to educate the industry on the importance of quality monitoring and coaching. |