Witness (NASDAQ:WITS)
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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.