Witness Systems Offers Mid-Market Call Centers An Affordable, Flexible Solution For Effectively Automating The Evaluation Process.ATLANTA--(BUSINESS WIRE)--Dec. 9, 1998-- Call center managers aiming to automate To turn a set of manual steps into an operation that goes by itself. See automation. agent evaluations in smaller operations can now purchase the award-winning Adj. 1. award-winning - having received awards; "this award-winning bridge spans a distance of five miles" Evaluation Reporter(tm) software as a standalone stand·a·lone adj. Self-contained and usually independently operating: a standalone computer terminal. application. Witness Systems, Inc., the leading developer and supplier of customer interaction recording solutions for the call center market, today announced the availability of its standalone Evaluation Reporter(tm) software for call centers. The software, which received Call Center Magazine's "Editors' Choice" award, facilitates the simultaneous evaluation and scoring of agents, providing an immediate performance summary to call center management. Available for the first time as a separate software package from the company's industry-leading WITNESS(R) quality monitoring application, Evaluation Reporter fulfills the needs of small to mid-sized call centers requiring an automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. evaluation tool. The forms call centers use to evaluate agent/customer interactions are what drive meaningful quality measurement. Call center managers want to do more than simply observe agent behaviors by actually shaping those behaviors to achieve service goals. Automating and customizing the evaluation forms and graphs to meet their exact specifications results in more productive supervisors, who have the information needed to recommend customer service representative (CSR (1) (Customer Service Representative) A person who handles a customer's request regarding a bill, account changes or service or merchandise ordered. Agents in call centers are known as CSRs. See call center. ) training and improve coaching sessions. Call center managers can use call evaluations simply to compare production and performance to current goals or use the wealth of information Evaluation Reporter can provide to help shape future goals. Well-designed evaluations can reveal problem areas, issues, trends and opportunities. With the evaluations on-line, organizations greatly benefit from the database of knowledge that is collected, providing management with "trending" data that is crucial for corporate business plans. Specifications and Availability The Evaluation Reporter application became generally available December December: see month. 1, 1998. Pricing for the product is based on the number of agents in an organization's call center. For a 75-seat center, the WITNESS Evaluation Reporter software begins at less than $20,000. Evaluation Reporter is also available as an integrated component of the WITNESS quality monitoring application. For organizations that are interested, training is available and can be commissioned separately through Witness Systems' Education Services department. About Witness Systems Witness Systems is the premier developer and supplier of customer interaction recording solutions for contact centers, highlighted by its flagship WITNESS client/server An architecture in which the user's PC (the client) is the requesting machine and the server is the supplying machine, both of which are connected via a local area network (LAN) or wide area network (WAN). quality monitoring application. As the innovator of voice and data synchronization Keeping data in two or more computers up-to-date so that each repository contains the identical information. Data in handheld devices and laptops often require synchronization with the data in a desktop machine or server. , Witness Systems engineers solutions to record and evaluate complete customer contact across a variety of mediums. The company's patented WITNESS software is deployed by call center managers as a coaching and training tool to improve the performance of agents, helping companies deliver world-class customer service. Witness Systems news, product and service information is available on the World Wide Web at www.witsys.com. For more information, contact Witness Systems at 1105 Sanctuary sanctuary, sacred place, especially the most sacred part of a sacred place. In ancient times and in the Middle Ages, a sanctuary served as asylum, a place of refuge for persons fleeing from violence or from the penalties of the law. Parkway, Suite 210, Alpharetta, Georgia Alpharetta is a city in Fulton County, Georgia, United States. As of 2006 census estimates, the city had a total population of 43,424[1]. Selected for its location next to a spring, it began as a campground, and was originally known as 30004, or call 770/754-1900. WITNESS is a registered trademark of Witness Systems, Inc. Evaluation Reporter is a trademark of Witness Systems, Inc. |
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