Witness Systems Publishes Survey Results in Celebration of National Customer Service Week
05 Oktober 2006 - 3:27PM
Business Wire
Witness Systems (NASDAQ: WITS), a leading global provider of
workforce optimization software and services, today announced the
results to its online survey in celebration of this year�s National
Customer Service Week, October 2-6. It�s no surprise that many
industry-leading organizations monitor and review customer
interactions on a regular basis. However, what happens to the
information from there � is it shared across departments, does it
change the way service is delivered, or it is used to create
revenue generating opportunities? Top-line results from the
company�s recent customer service survey revealed the number one
challenge facing customer service organizations is first call
resolution, which led with a nearly 40 percent response rate. This
aligns with the 35 percent that were surprised to hear
inconsistencies among their agent responses, along with poor
service delivery. In addition, when asked if senior management
listens to calls to hear customer feedback first-hand, nearly half
of survey respondents said their managers listen occasionally, and
more than a quarter dial-in on a regular basis. Further, when asked
if their organizations share interactions with other groups outside
the call center, respondents said training departments topped the
list at 38 percent, followed by sales and marketing at 17 percent.
Following is a full break-down of survey results: When it comes to
improving customer service, what do you feel your number one
challenge is? 37% - First call resolution 11% - Root cause analysis
6% - Improving up- and cross-selling rates 9% - Creating effective
training initiatives 8% - Agent satisfaction 23% - Customer
satisfaction and retention 6% - Other (insufficient staffing,
retaining good employees) Do members of your senior management team
listen to/review customer interactions? 28% - Regularly 49% -
Occasionally 17% - Do not listen 6% - Don't know Do you share
customer interactions with other departments in your organization?
If so, which ones? 17% - Sales and marketing 5% - Engineering and
product management 9% - IT 6% - Human resources 38% - Training 9% -
Executive 9% - No 7% - Other After listening to customer
interactions, what were you surprised to hear? 35% -
Inconsistencies in responses, voice tone, attitudes/poor service
from agents 25% - Customers express gratitude for great
experience/agents go above and beyond the call of duty 10% - Agents
need more training on company products/services and communication
skills 2% - Customers not familiar with products they
purchased/call in multiple times asking repeat questions 3% -
Customers are rude and/or they have unrealistic expectations as to
the level of service they should receive 3% - Problems weren't
solved the first time and caused the customer to call back multiple
times 22% - Other (language conflicts, easier to up sell after
problem was solved, better agents are low performers, online
initiatives are a challenge for some customers) In what ways do you
recognize your contact center during �National Customer Service
Week� � or at other times during the year? 42% - Have a party in
the office 24% - Conduct an awards ceremony recognizing high
achievers 14% - Provide gift certificates to a select group or all
service representatives 6% - Provide special scheduling
arrangements for a certain amount of time 14% - Other (provide
daily gifts, invite other staff to listen to calls, combination of
the above, themed events and activities) About Witness Systems
Witness Systems (NASDAQ: WITS) is the worldwide leader in software
and services that help businesses capture customer intelligence and
optimize their workforce performance. The company�s Impact 360�
solution features quality monitoring, compliance and IP recording,
workforce management, performance management and e-learning.
Primarily deployed in contact centers � as well as the remote,
branch and back offices of global organizations � the workforce
optimization solution captures, analyzes and enables users to share
and act on cross-functional information across the enterprise. With
Impact 360, organizations can improve interactions and the
underlying back-office processes that enhance the customer
experience and build customer loyalty. For more information, visit
us at www.witness.com. Cautionary Note Regarding Forward-looking
Statements: Information in this release that involves expectations,
plans, intentions or strategies regarding the future are
forward-looking statements that are not facts and involve a number
of risks and uncertainties. They are identified by words such as
"will," "anticipates," "expects," "intends," "plans," "believes,"
"estimates," and similar expressions and statements about present
trends and conditions that may extend into the future. These
statements are based upon information available to Witness Systems
as of the date of this release, and the company assumes no
obligation to update any such forward-looking statement.
Forward-looking statements believed true when made may ultimately
prove to be incorrect. These statements are not guarantees of
future performance and are subject to risks, uncertainties and
other factors, some of which are beyond our control and may cause
actual results to differ materially from our current expectations.
Some of the factors that could cause actual future results to
differ materially from current expectations include the company's
ability to compete successfully in the future; fluctuations and
changes in customer demand and preferences; the timing of orders;
the company's ability to manage its growth; the risk of new product
introductions and customer acceptance of new products; the rapid
technological change which characterizes the company's markets; the
risks associated with international sales as the company expands
its markets, including the risks associated with foreign currency
exchange rates; the ability of the company to complete and
integrate successfully the Demos Solutions and Exametric
acquisitions and any other acquisitions or investments it may make;
strategy and execution risks relating to these and other
acquisitions and investments; the risk of management distraction
and other consequences that might result from the review of certain
option grants and option granting practices described in the
Current Report on Form 8-K filed by the Company on August 11, 2006
and related developments, as well as other risks identified under
the caption "Management's Discussion and Analysis of Financial
Condition and Results of Operations" in the company's Form 10-K for
the year ended December 31, 2005 and its Form 10-Q for the quarter
ended March 31, 2006, as filed with the Securities and Exchange
Commission. Witness, Impact 360, Improve Everything and the Witness
logo are the trademarks (registered or otherwise) of Witness
Systems, Inc. protected by laws of the U.S. and other countries.
All other trademarks mentioned in this document are the property of
their respective owners. Witness Systems (NASDAQ: WITS), a leading
global provider of workforce optimization software and services,
today announced the results to its online survey in celebration of
this year's National Customer Service Week, October 2-6. It's no
surprise that many industry-leading organizations monitor and
review customer interactions on a regular basis. However, what
happens to the information from there - is it shared across
departments, does it change the way service is delivered, or it is
used to create revenue generating opportunities? Top-line results
from the company's recent customer service survey revealed the
number one challenge facing customer service organizations is first
call resolution, which led with a nearly 40 percent response rate.
This aligns with the 35 percent that were surprised to hear
inconsistencies among their agent responses, along with poor
service delivery. In addition, when asked if senior management
listens to calls to hear customer feedback first-hand, nearly half
of survey respondents said their managers listen occasionally, and
more than a quarter dial-in on a regular basis. Further, when asked
if their organizations share interactions with other groups outside
the call center, respondents said training departments topped the
list at 38 percent, followed by sales and marketing at 17 percent.
Following is a full break-down of survey results: When it comes to
improving customer service, what do you feel your number one
challenge is? -0- *T 37% - First call resolution 11% - Root cause
analysis 6% - Improving up- and cross-selling rates 9% - Creating
effective training initiatives 8% - Agent satisfaction 23% -
Customer satisfaction and retention 6% - Other (insufficient
staffing, retaining good employees) *T Do members of your senior
management team listen to/review customer interactions? -0- *T 28%
- Regularly 49% - Occasionally 17% - Do not listen 6% - Don't know
*T Do you share customer interactions with other departments in
your organization? If so, which ones? -0- *T 17% - Sales and
marketing 5% - Engineering and product management 9% - IT 6% -
Human resources 38% - Training 9% - Executive 9% - No 7% - Other *T
After listening to customer interactions, what were you surprised
to hear? -0- *T 35% - Inconsistencies in responses, voice tone,
attitudes/poor service from agents 25% - Customers express
gratitude for great experience/agents go above and beyond the call
of duty 10% - Agents need more training on company
products/services and communication skills 2% - Customers not
familiar with products they purchased/call in multiple times asking
repeat questions 3% - Customers are rude and/or they have
unrealistic expectations as to the level of service they should
receive 3% - Problems weren't solved the first time and caused the
customer to call back multiple times 22% - Other (language
conflicts, easier to up sell after problem was solved, better
agents are low performers, online initiatives are a challenge for
some customers) *T In what ways do you recognize your contact
center during "National Customer Service Week" - or at other times
during the year? -0- *T 42% - Have a party in the office 24% -
Conduct an awards ceremony recognizing high achievers 14% - Provide
gift certificates to a select group or all service representatives
6% - Provide special scheduling arrangements for a certain amount
of time 14% - Other (provide daily gifts, invite other staff to
listen to calls, combination of the above, themed events and
activities) *T About Witness Systems Witness Systems (NASDAQ: WITS)
is the worldwide leader in software and services that help
businesses capture customer intelligence and optimize their
workforce performance. The company's Impact 360(TM) solution
features quality monitoring, compliance and IP recording, workforce
management, performance management and e-learning. Primarily
deployed in contact centers - as well as the remote, branch and
back offices of global organizations - the workforce optimization
solution captures, analyzes and enables users to share and act on
cross-functional information across the enterprise. With Impact
360, organizations can improve interactions and the underlying
back-office processes that enhance the customer experience and
build customer loyalty. For more information, visit us at
www.witness.com. Cautionary Note Regarding Forward-looking
Statements: Information in this release that involves expectations,
plans, intentions or strategies regarding the future are
forward-looking statements that are not facts and involve a number
of risks and uncertainties. They are identified by words such as
"will," "anticipates," "expects," "intends," "plans," "believes,"
"estimates," and similar expressions and statements about present
trends and conditions that may extend into the future. These
statements are based upon information available to Witness Systems
as of the date of this release, and the company assumes no
obligation to update any such forward-looking statement.
Forward-looking statements believed true when made may ultimately
prove to be incorrect. These statements are not guarantees of
future performance and are subject to risks, uncertainties and
other factors, some of which are beyond our control and may cause
actual results to differ materially from our current expectations.
Some of the factors that could cause actual future results to
differ materially from current expectations include the company's
ability to compete successfully in the future; fluctuations and
changes in customer demand and preferences; the timing of orders;
the company's ability to manage its growth; the risk of new product
introductions and customer acceptance of new products; the rapid
technological change which characterizes the company's markets; the
risks associated with international sales as the company expands
its markets, including the risks associated with foreign currency
exchange rates; the ability of the company to complete and
integrate successfully the Demos Solutions and Exametric
acquisitions and any other acquisitions or investments it may make;
strategy and execution risks relating to these and other
acquisitions and investments; the risk of management distraction
and other consequences that might result from the review of certain
option grants and option granting practices described in the
Current Report on Form 8-K filed by the Company on August 11, 2006
and related developments, as well as other risks identified under
the caption "Management's Discussion and Analysis of Financial
Condition and Results of Operations" in the company's Form 10-K for
the year ended December 31, 2005 and its Form 10-Q for the quarter
ended March 31, 2006, as filed with the Securities and Exchange
Commission. Witness, Impact 360, Improve Everything and the Witness
logo are the trademarks (registered or otherwise) of Witness
Systems, Inc. protected by laws of the U.S. and other countries.
All other trademarks mentioned in this document are the property of
their respective owners.
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