The Midwest Division of Kable Fulfillment Services recently completed the successful implementation of eQuality Balance from Witness Systems, a leading global provider of performance optimization software and services. With eQuality, Kable will be able to capture customer interactions and evaluate the consistency and quality of its overall service delivery. eQuality's customer interaction recording and performance analysis software modules serve as strong complements to our commitment of delivering top-notch customer service through knowledgeable, effective staff. By capturing and evaluating contacts, we will be even better equipped to gauge the effectiveness of our service operations, enhance staff training and development, and gain access to valuable feedback.

This system will enable the Illinois and Ohio call center operations to record voice interactions with customers as well as the corresponding activities taking place on our customer service representatives' desktops. Mike Blaine, Director of Customer Service stated, "eQuality allows us to see the data being entered, view screen navigation, and determine how customer information is being accessed and retrieved. Essentially, we can better evaluate the performance of our staff and determine if they are making effective and efficient decisions with their technical resources."

The implementation of eQuality also gives us an opportunity to place an even greater emphasis on soft skills training. Wendy Boelens, Customer Service Trainer, believes the new system will have a significant impact on staff development. "We will be able to use eQuality to reinforce the key components of an effective phone call as part of our overall training program. We also expect this system to help reduce the learning curve for new hires."

The implementation of eQuality has been well received by the entire customer service staff. Melissa Bothe, Quality Assurance Technician agrees. "The feedback I am receiving from the supervisors and CSR's is extremely positive. Nobody typically likes to hear they have made a mistake, however, we now have a great tool for recording interactions, researching potential problems, and providing feedback in a more proactive and constructive fashion."

We are very excited to have partnered with Witness Systems to install this new call center technology. Our commitment to providing quality customer service remains our number one goal. If you have any questions please do not hesitate to contact Mike Blaine at (815) 734-5917, or via e-mail at mblaine@kable.com.