Oceania Cruises Onboard with WillowCSN for Reservation Services

August, 2003 -- WillowCSN, the pioneer provider of virtual contact center staffing solutions, is expanding its Travel and Hospitality Services Division with the addition of Oceania Cruises to its client roster, the company announced today."Unparalleled customer service is paramount to the Oceania Cruises experience - from the first initial phone call with the travel agent to the final day of disembarkation, Oceania guests expect and receive stellar service, stated Bob Binder, senior vice president of Marketing and Passenger Services for Oceania Cruises. We partnered with WillowCSN because their commitment to exceptional quality and personalized service compliments the Oceania philosophy. Binder continued, The Cyber Agents handling our program are experienced travel industry professionals who will make the reservation and customer service experience enjoyable and memorable for our valued guests and travel agents."Beginning later this month, WillowCSN's CyberAgents will handle reservations as well as the overflow of other in-bound customer service and sales calls for Oceania. The newest of the luxury cruise lines, Oceania Cruises is geared to sophisticated travelers looking for a distinctly different approach to casually elegant vacationing. WillowCSN is the leading and pioneer provider of flexible, virtual staffing solutions for the contact center industry, utilizing proprietary technology to link clients with CyberAgent CSRs, highly-trained individuals who operate as customer service representatives from their home offices and are paid on a performance basis. Willow is thrilled to be working with Oceania Cruises, said Basil Bennett, president and chief executive officer of Willow CSN Incorporated. Like Oceania, we consider ourselves to be an innovator in the customer service industry. Our virtual agents are a natural match for companies such as Oceania, which hold themselves to the same high standards of quality and personal service.The addition of Oceania Cruises is significant for WillowCSN's expanding travel and hospitality services division. In addition to providing ongoing assistance to several AAA Motor Clubs across the country and Alamo Rent-A-Car, Willow's CyberAgents recently provided outbound calling services for the membership drive campaign of the American Hotel and Lodging Association, a 93-year-old federation of state lodging associations which provides its members with assistance in operations, education, and communications, and lobbies on Capitol Hill.About WillowCSNFounded in 1997 and based in Miramar Florida, WillowCSN is the pioneer of a flexible, virtual staffing solution for organizations seeking to address the staffing, cost and quality control issues associated with conventional contact centers. Companies route portions of their call volume to Willow's CyberAgent CSRs, who operate as customer service representatives from their home offices. Clients and CyberAgent CSRs rely on Willow's patented StarMatic technology for its scheduling, reporting, and communications functions. More information can be found at www.willowcsn.com.About Oceania Cruises Oceania Cruises features two intimate and luxurious 684 passenger ships, REGATTA and INSIGNIA, which sail to such intriguing destinations such as Northern Europe, the Mediterranean, Greek Isles, Black Sea, Central America and the Caribbean. Oceania Cruises is setting a new, worldwide standard for luxury cruising with the finest cuisine at sea, exceptional personalized service, grand style, and luxurious accommodations offered at an affordable price. For more information visit: www.oceaniacruises.com.

Carlson Leisure Travel Services Scores Extraordinary ROI and Highest Customer Satisfaction as Re-certification to the COPC-2000 Standard is Completed

Amherst, NY May 3, 2004 -" Carlson Leisure Travel Services is among the top services providers for credit card companies, financial institutions, and fulfillment loyalty programs. Driven by the demand for highest quality customer service, Carlson Leisure Travel Services clearly demonstrated World Class distinction while implementing the re-certification process across multiple contact centers. The re-certification audit was completed in less than one week with Carlson Leisure Travel Services meeting 100% compliance requirements immediately.Carlson Leisure Travel Services continues to make history as the first " and to date, only " travel fulfillment provider worldwide to achieve re-certification, and again, among mid- to large-size companies, achieving re-certification in the shortest time period. The re-certification process clearly demonstrates our continued commitment to Contact Center Excellence, ensuring our clients the highest quality customer service, stated Eric Burdon, Executive Vice President of Minneapolis-based Carlson Leisure Travel Services, which operates customer contact centers in Boise, Idaho and St. Louis, Missouri. Recognizing the critical importance of exceptional and consistent customer experience, the COPC certification process aligns perfectly with the Best-in-Class vision of Carlson Leisure Travel Services. Understanding the operational impact of quantified measures has driven both customer satisfaction and increased revenue. In fact, over 80% of recent, dramatic cost savings have been directly attributed to the COPC-2000 Standard implementation. COPC has been instrumental in our efforts to improve our business " and the results speak for themselves. They have helped us combine the best of the COPC-2000 Standard framework, Six Sigma and COPC Registered Coordinator training, enabling us to successfully grow our revenue, dramatically reduce operating costs, while delivering the highest level of quality and customer service, declared Mark Steinweg, General Manager. These efforts not only help to provide peace-of-mind to our clients and their customers, but it also strengthens our reputation as a great and secure place to work.Since its inception in 1996, Carlson Leisure Travel Services has evolved into the prominent service provider in the field of leisure travel award redemption programs and continues to enhance its valued level of customer service.About COPC Headquartered in Amherst, New York, Customer Operations Performance Center, Inc. (COPC) is the leading authority on customer contact center operations. COPC is authorized to issue certification to the COPC-2000 Standard, a comprehensive operations performance standard that specifies minimum operational requirements in critical functional areas. COPC services clients on a worldwide basis, and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, United Kingdom, and the United States.The COPC Standard was developed in 1995 by individuals from Microsoft, Motorola, Dell, American Express, L.L. Bean, Intel, and other customer-focused companies who were concerned with the level of service quality provided by Customer Service Providers (CSPs). Several hundred locations in 30 countries are using the Standard to improve performance, reduce costs and increase customer satisfaction. Users include firms in e-commerce, computer hardware and software, financial services, healthcare, telecommunications and consumer products. For additional information about COPC, visit www.copc.com, email info@copc.com or call us at 512-250-3412.About Carlson Leisure Travel ServicesCarlson Leisure Travel Services, a division of Carlson Travel Group, Inc. (wholly-owned by Carlson Companies), provides corporate clients with employee leisure booking tools, including TripForce.com, in addition to providing financial institutions and credit card reward programs with travel award redemptions. Through its customer contact centers, Carlson Leisure Travel Services currently assists more than 6.5 million active members of client credit card loyalty programs.Carlson Travel Group, Inc, is a subsidiary of Minneapolis-based Carlson Companies. Among the names in the Carlson family of brands and services are: Carlson Marketing Group, Carlson Wagonlit Travel, Carlson Destination Marketing Services, Regent International Hotels, Radisson Hotels & Resorts, Park Plaza, Country Inns & Suites By Carlson, Park Inn hotels, Results Travel, Cruise Holidays, Radisson Seven Seas Cruises, and T.G.I. Friday's and Pick Up Stix restaurants.