Office

Do you know what your customers are saying

ProcessesProcesses

about your role in the customer service

process? Many companies underestimate the
inter-departmental impact back office functions
have on customer service and satisfaction,
causing them to overlook the “root cause” of
customer contacts. When companies identify
Your Enterprise Business

the underlying motive for contacts into their call

centers, they often find processing delays causing
customers to call for status checks and data
entry errors driving customer changes, as well as
billing mistakes and unclear information creating
customer frustration. Unnecessary repeat calls
OptimizeBusiness

due to inadequate back office processing often

contribute heavily to call volumes, impacting a
company’s bottom line and signaling declines
in customer satisfaction. Can your company
single out contact center traffic that’s prompted
by slow or ineffective internal processes and
eliminate the root cause of the problems?

Today’s demanding business environment calls for a clear placed into unique contact folders for your business function,
focus on performance management as the key to achieving as well as be notified when a business condition exists.
Optimize Your Enterprise

your strategic goals, particularly optimum customer service Now you can evaluate operational effectiveness, spot trends
levels. Does your performance management strategy improve and implement tactics to improve performance.
productivity and data quality, as well as the audit capabilities The heart of the Witness Systems software is desktop
you need to ensure adherence to processes, such as regulatory recording that uniquely captures the screen navigation
compliance and fraud reduction? and exact keystrokes on employee desktops, so you can
Focusing on performance optimization can help identify replay and evaluate transactions just as they occurred.
barriers and breakdowns – such as where and why errors Advanced recording capabilities enable you to define and
occur – so you can make adjustments, often before affecting maintain individual screen-based triggers, so you can capture
your customers. For example: a leading provider of broadband specific business functions based on the values of individual
services has estimated that it saves more than $2.8 million a fields within an application.
year by focusing on the root cause of billing-related calls in the Recording and reviewing transactions can provide
contact center and decreasing those calls by just five percent. valuable insight into the effectiveness of your area of the
The eQuality Office offering from Witness Systems enables organization and its impact on the customer experience.
organizations to help improve the quality and productivity of By capturing sample transactions, you can assess the ease with
back office functions, such as customer administration and billing, which your staff completes processes and the effectiveness of
while concentrating on providing high quality customer service. your systems. In some situations, you might need to record
Now you can focus on optimizing your people, processes and 100 percent of all transactions – say for fraud detection or
technology to ensure effective and efficient customer service. regulatory compliance – but often the key is to capture
representative samples that are critical to your organization.
Successful Customer Service Isn’t Built On Speculation eQuality’s business-driven recording capability means that
eQuality from Witness Systems is a performance optimization your own business objectives drive the types of transactions
software suite that lets you capture employee desktop activity, that you capture. For example, you may choose to randomly
evaluate recorded samples, identify best practices and train staff capture five percent of certain business functions for coaching
effectively. eQuality captures sample transactions by initiating and training purposes, record all orders processed beyond a
recording based on business conditions that you define. Using certain transaction amount and capture 100 percent of high-risk
business rules, you can automatically have captured transactions situations for audit purposes.
 Office
Optimize Your Enterprise Business Processes

Reviewing transactions will pinpoint where errors or fraud are Capturing transactions and using the custom design capabilities
likely to occur, improving your auditing capability. You’ll minimize and flexible format of the eQuality software’s evaluation forms, you can
expensive penalties for non-compliance by isolating how well your dramatically enhance the way your organization measures productivity
staff is adhering to business processes and ensuring your processes and success. Your managers will possess unique adaptability in
are followed throughout their lifecycle. creating forms, reports and graphs for summarizing staff performance.
When your employees are attempting to observe your internal You can use evaluations to score staff performance and
processes or comply with regulatory requirements, do your systems compare the results to current goals, or you can use the wealth of
make them maneuver through an obstacle course? And do you even information the evaluations provide to help shape future goals.
know what effect these processes have on your customers? What are Based on these evaluations, business unit managers can determine
they experiencing that’s causing them to pick up the phone, become areas for individual or team skill improvement, as well as identify best
dissatisfied or stop buying your products or services altogether? practices, which can be edited using the recorded segment to create
eQuality helps you audit critical business functions to help an electronic training course.
answer these questions. The software allows you to identify and Now your organization can quickly address skill deficiencies
address specific root causes for customer calls into the contact center, with e-learning based on actual performance. Produce your own
enabling you to uncover data entry errors, compliance issues and company-specific library of best practices by evaluating how well your
ineffective processes that result in the breakdown of customer service. staff leverages their desktop applications. Your finest examples can
Minimize rework by improving the quality of your data. Captured serve as “role models” for new employees to learn rapidly, so they
interactions will show you exactly where the problems are so you can emulate rather than figure out how to abide by your business
can improve your error ratios and boost productivity. processes on their own.

Capture, Evaluate and Create Best Practice Business Processes

The eQuality solution is deployed in thousands of customer
Key Benefits
contact center environments worldwide. Many of these organizations • Identify the root cause of inefficient internal processes that can
distribute recorded interactions from the contact center directly to cause unnecessary customer interactions

other areas of the business, such as marketing, engineering and IT, to • Ensure compliance with regulatory or other liability requirements
make sure the right people get customer intelligence firsthand. Using • Assure adherence to appropriate procedures
the same eQuality software, you can listen to customer interactions • Discover process gaps and address deficiencies
and address specific root causes to determine areas of customer • Capture important business processes for performance optimization
frustration that could be prompted by your department. You can • Maximize productivity while reducing errors by auditing
even deploy the software to measure your own staff’s proficiency. staff performance
Do you truly know how consistent your staff is at leveraging • Improve training effectiveness while minimizing training costs
their desktop applications, complying with regulatory requirements • Deploy a recording solution that is independent of any other
and identifying opportunities to improve your business processes? application, providing an accurate recreation of each transaction
Are employee evaluations cumbersome, manual processes that your as it unfolded
company avoids?

It’s your goal. It’s our philosophy. Improve everything. sm

Corporate Headquarters European Headquarters Americas Headquarters Asia Pacific Headquarters

300 Colonial Center Parkway Kings Court, Kingston Rd 300 Colonial Center Parkway Room 1809-1818, 18/F
Roswell GA 30076 Leatherhead Roswell GA 30076 Shui On Centre
USA Surrey KT22 7SL USA 6-8 Harbour Rd
United Kingdom Wan Chai, Hong Kong
Tel: + 1 770-754-1900 Tel: + 1 770-754-1900
1-888-3-WITNESS Tel: +44 (0) 1372 869 000 1-888-3-WITNESS Tel: +852 3198 6000
Fax: + 1 770-754-1873 Fax: +44 (0) 1372 869 005 Fax: + 1 770-754-1873 Fax: +852 3198 6100

Witness Systems also has offices in the following countries. Addresses, phone and fax numbers are listed on www.witness.com.
Australia Brazil Canada China Germany India Japan Malaysia Mexico The Netherlands Singapore

© Copyright 2004, Witness Systems, Inc. All rights reserved. The Witness Systems logo and eQuality are registered trademarks and Improve Everything is a servicemark of Witness Systems, Inc. All other trademarks mentioned in this document are the property of their respective owners. 1000BO 01/04