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Witness Systems (NASDAQ: WITS), a leading global provider of workforce
optimization software and services, today announced the winners of its
2007 “Innovator of the Year”
award. Presented annually in conjunction with the company’s
Driving Innovation global user conference, this year’s
dual customer award winners were Knology –
a leading provider of interactive communications and entertainment
services in the Southeastern United States, and Taylor Corporation
– a holding company for a variety of business
units, including the Midwest Call Center.
Honored during the May 6-9 event at The Walt Disney World Swan Hotel in
Orlando, Knology and Taylor Corporation were recognized as innovators
for their workforce optimization strategies, service-level excellence
and winning customer care programs. The “innovator”
program is designed to highlight outstanding accomplishments and
customer service programs that drive revenue, heighten employee morale,
support staff growth and development, and increase customer loyalty.
A common technology shared by both organizations is the use of Witness
Systems’ Impact 360™
Workforce Optimization solution as a foundation of their workforce and
performance optimization initiatives. Impact 360 –
which unifies software and services for quality monitoring/full-time
recording, workforce management, performance management and eLearning –
is designed to help businesses improve everything, from customer
interactions in the contact center to underlying back-office processes
that impact the customer experience.
Innovator of the Year: Knology
Knology operates nine divisions, or local offices, supported by a
centralized contact center in Augusta, Ga., and the corporate office in
West Point, Ga. The organization has made a name for itself by providing
bundled cable, Internet and voice services –
a winning combination that has helped fuel steady customer and revenue
growth in this highly competitive market.
With a commitment to simplifying scheduling, ensuring quality service
and supporting staff development, Knology put technology, business
processes and the right staffing mix to work. According to the company,
it is now more creative with scheduling –
implementing split shifts to meet demand and appeal to staff. Customers
benefit from its ability to schedule the right staff with the right
skills at the right time, as well as deliver on increases in first-call
resolution. A focus on training continues to expand staffing skills,
reduce attrition and result in high agent quality scores that translate
into better service experiences. Beyond supporting its customers,
Knology has increased its call center’s
revenue output by 55 percent over a three-year period. Knology also has
realized multi-million dollar savings in call center operating expenses
through increased efficiencies.
Says Scott Evenson, director of customer care operations for Knology, “Our
focus centers on delivering quality services that consistently meet our
customer requirements. We strive for reliability, service excellence,
and employees that keep our customers’ needs
in the forefront. Winning the ‘innovator’
award is a great honor. It takes a dedicated staff, the right processes
and a proven infrastructure to deliver on our commitment. Witness
Systems and its solutions continue to play into our strategy and serve
as a core foundation and enabler of our workforce and performance
optimization focus.”
Innovator of the Year: Taylor Corporation
Taylor Corporation is a holding company for a variety of business units,
including the Midwest Call Center. It provides customer service support
for semi-custom printed materials – such as
business cards, letterhead, envelopes, stamps and engraved products. Its
business model is built on third-party channels that range from office
supply chains to local print shops. Midwest Call Center serves as a
focal point to these third-parties, responding to product, process and
order status inquiries and requests.
Focused on the ability to anticipate suppliers’
needs and meet their requirements in a consistent quality manner, Taylor
Corporation worked to align the people, processes and technology across
the Midwest Call Center operation. To achieve this entailed an
integrated workforce and performance optimization approach. Flexible
workforce management allowed it to manage service levels, while
providing staff with more extensive scheduling options. Scorecards and
eLearning continue to support its commitment to and focus on staff
training and development – providing
consistent feedback and helping instill best practices. And customer
surveys enable Midwest Call Center to keep customer feedback at the
forefront – capturing “the
voice of the customer” for real-time insight
into their preferences, satisfaction levels and service experiences.
According to Cory Gallagher, customer service department manager for
Taylor’s Midwest Call Center, “We’re
delivering a higher caliber of service to our customers and developing
our staff, all at a lower cost – while also
increasing employee satisfaction. That spells success.”
He adds, “Another supporting factor is the
ability to align with partners that truly understand your business and
unique needs – a characteristic that Witness
Systems continues to demonstrate. Winning an ‘innovator’
award is a true honor – and being seen as one
in our customers’ eyes is the ultimate mark
of success.”
About Driving Innovation
Hosted by Witness Systems, Driving Innovation addresses the
evolution of today’s contact centers, branch
and back-office operations in support of the customer experience; the
critical roles each play within their organizations; and the trends and
opportunities that lie ahead. The customer event spotlights the latest
innovations, techniques and best practices for capturing customer
intelligence, optimizing workforce performance, and improving customer
satisfaction. At its core, Driving Innovation highlights winning
strategies to ensure service-level excellence –
while maximizing technology investments to achieve key business and
customer goals. For more information, visit www.driving-innovation.net.
About Knology
Knology Inc. (NASDAQ: KNOL), headquartered in West Point, Georgia, is a
leading provider of interactive communications and entertainment
services in the Southeast. Knology serves both residential and business
customers with one of the most technologically advanced broadband
networks in the country. Innovative offerings include over 200 channels
of digital cable TV, local and long distance digital telephone service
with the latest enhanced voice messaging features, and high-speed
Internet access, which supplies IP architecture with segmented voice and
data bandwidth, and Managed Integrated Network Solutions (MATRIX), and
integrated IP-based technology, which converges data and voice. For more
information, visit www.knology.com.
About Taylor Corporation
Taylor Corporation is a holding company for a variety of business units,
including the Midwest Call Center, which provides customer service
support for semi-custom printed materials, such as business cards,
letterhead, envelopes, stamps, and engraved products. Headquartered in
North Mankato, Minnesota, the company does business through third-party
channels ranging from office supply chains to local print shops. The
Midwest Call Center is instrumental in fielding questions on products,
processes and order status.
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
unifies quality monitoring, compliance and IP recording, workforce
management, performance management and e-learning. 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; the risks
associated with new product introductions and customer acceptance of
those products; fluctuations and changes in customer demand and
preferences; the rapid technological change characteristic of the
company's markets; the company's ability to manage its growth; the
ability of the company to complete and integrate successfully any
acquisitions or investments it may make; strategy and execution risks
relating to acquisitions and investments; the timing of orders; the
risks associated with international sales as the company expands its
markets, including the risks associated with foreign currency exchange
rates; the successful completion of the acquisition by Verint Systems
Inc.; 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, 2006 and its Form
10-Q for the quarter ended March 31, 2007, 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.