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Bear Witness to All Your Call Center Interactions.(Witness Systems' eQuality call center monitoring software)(Product Announcement)
- Article from:
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Software Magazine
- Article date:
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February 1, 2000
- Author:
- Desmond, Paul
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Copyright informationCOPYRIGHT 2000 Wiesner Publications, Inc. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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It's no secret that companies are interacting more and more with their customer via e-mail and the Web. But are those customers getting the same level of service they would if they used the phone?
Most companies simply can't answer that question yet, and it could be costing them. While tools for monitoring phone conversations in corporate call centers have been around for years, similar tools to check up on e-mail contacts and Web-based communications are just now hitting the market.
Witness Systems Inc., Alpharetta, Ga., (www.witsys.com) recently launched its eQuality suite of tools for monitoring, recording, and analyzing call center interactions of all types. The ...