Deloitte Services LP Named `Innovator of the Year' During Witness Systems' 2005 Customer User Conference
May 03 2005 - 9:02AM
Business Wire
Ninth Annual Driving Innovation Event Recognizes Deloitte Services'
Craig Brasington for contact center excellence; Conference focuses
on contact center, IP Telephony and back office workforce
Optimization Witness Systems (NASDAQ: WITS), a leading global
provider of workforce optimization software and services, announced
at this week's Driving Innovation user conference that Deloitte
Services LP, a leading global consulting and business solutions
provider, has been awarded its 2005 "Innovator of the Year" honor.
Presented during the company's ninth annual customer conference,
the award program recognizes outstanding accomplishments and
innovative customer service programs that drive revenue, heighten
employee morale, and increase customer satisfaction and retention.
Accepting the honor for Deloitte Services was Craig Brasington, a
call quality supervisor, who is being recognized for the integral
role he played in deploying a global call quality initiative for
Deloitte Services' U.S.- and India-based contact center operations,
which have experienced measurable results tied to increased
customer satisfaction, decreased costs, enhanced processes and
heightened employee morale throughout the organization. Craig
Brasington and Deloitte Services With professionals at work in
nearly 150 countries, the Deloitte U.S. Firms deliver audit, tax,
consulting and financial advisory services worldwide - serving more
than one-half of the world's largest organizations. Deloitte
Services' contact center operations span from the U.S. to India,
and its employees primarily handle inbound calls from internal
clients in practice offices and at client sites, as well as some
interactions with external clients. As part of a contact center
initiative to create an in-house workforce optimization program -
including quality monitoring, performance evaluation and training -
Deloitte Services looked to supervisor Craig Brasington to evolve
its quality initiative from a third-party, outsourced structure to
an in-house program that provided more hands-on management of
Deloitte Services' performance and customer satisfaction goals.
Brasington was selected as "Innovator of the Year" based on his
leadership in developing and delivering a strategic program
structured around workforce optimization and focused on enhancing
internal and external customer service excellence within its
domestic and international contact centers. Brasington leads
Deloitte Services' call quality team, which provides performance
and process monitoring services to its call center professionals
and coaches Deloitte Services' quality analysts to align employees'
strengths and competencies with corporate goals to provide seamless
service to its professionals and clients. To achieve this end, the
team leverages Witness Systems' customer interaction recording and
performance evaluation software to enhance service quality,
increase satisfaction and refine processes throughout the company
to deliver leading edge, customer-centric solutions. Brasington has
been instrumental in moving the company's workforce optimization
focus - including quality and process improvements - from an
outsourced to a more proactive, internal quality program focused on
monitoring, evaluating and coaching Deloitte Services' contact
center professionals. In addition, he redesigned contact center
training initiatives that incorporate the use of Witness Systems'
technology to better align core skill competencies, as well as
provide thorough coaching and training to enhance agent performance
and their ability to deliver world-class service across geographic
regions. As Deloitte Services expanded its contact center
operations to Hyderabad, India, Brasington was charged with
launching a quality and workforce optimization program that
mirrored its methodologies in the U.S. To help make this a
successful implementation, he spent two months in Deloitte
Services' India contact center, where he evaluated the center's
process and quality initiatives. Under his leadership, quality
analysts and contact center management redesigned the call center's
entire quality and performance improvement approach, honing in on
key behaviors that were linked to service excellence and applying a
best practices approach between centers. His efforts in developing
and further refining the quality assurance program greatly improved
overall customer satisfaction, reduced repeat calls and increased
agent efficiency. Performance evaluation scores increased 10
percent within a three-month period, marking a significant and
quick impact. Brasington's experience in addressing the contact
centers' requirements played an important role in identifying
process gaps and helped orchestrate the development of solutions
and operational best practices. Further, he engineered a smooth
transfer of knowledge about the new quality and workforce
optimization program - from Witness Systems' solutions,
calibration, administration and day-to-day monitoring - to promote
staff buy-in and cost efficiencies. As a result, Deloitte Services
experienced savings of more than 50 percent by moving quality and
workforce optimization in-house. "We're pleased to see leaders like
Craig at Deloitte Services incorporate our market-leading workforce
optimization solutions in its drive for tangible business results,"
said Nancy Treaster, senior vice president of global marketing for
Witness Systems. "Working together on a project with global scale
focused on internal and external service quality, process
efficiencies and training is resulting in a measurably successful
customer service excellence program." About Deloitte Deloitte
refers to one or more members of Deloitte Touche Tohmatsu, a Swiss
Verein, its firms and their respective subsidiaries and affiliates.
Deloitte Touche Tohmatsu is an organization of member firms around
the world devoted to excellence in providing professional services
and advice, focused on client service through a global strategy
executed locally in nearly 150 countries. With access to the deep
intellectual capital of 120,000 people worldwide, Deloitte delivers
services in four professional areas - audit, tax, consulting and
financial advisory services - and serves more than one-half of the
world's largest companies, as well as large national enterprises,
public institutions, locally important clients, and successful,
fast-growing global growth companies. Services are not provided by
the Deloitte Touche Tohmatsu Verein, and, for regulatory and other
reasons, certain member firms do not provide services in all four
professional areas. As a Swiss Verein (association), neither
Deloitte Touche Tohmatsu nor any of its member firms has any
liability for each other's acts or omissions. Each of the member
firms is a separate and independent legal entity operating under
the names "Deloitte," "Deloitte & Touche," "Deloitte Touche
Tohmatsu" or other related names. About Witness Systems Witness
Systems (NASDAQ: WITS) is a leading global provider of workforce
optimization software and services. The company's solutions - which
play a strategic role in the customer interaction centers of Global
2000 and small- and medium-sized businesses (SMBs) worldwide - also
are deployed in IP Telephony and back office environments, and
throughout the extended enterprise, including branch offices.
Witness Systems' software is comprised of quality monitoring,
compliance, high-volume and IP Telephony recording solutions, as
well as workforce management, actionable learning and performance
management applications. The company's solutions enable
organizations to optimize their people, processes and technology
throughout the enterprise. Witness Systems' customers benefit from
an integrated business consulting, implementation and training
methodology that supports a rapid deployment, enabling them to
drive revenue, reduce operational costs, and achieve greater
customer retention and loyalty. For additional information about
Witness Systems, visit www.witness.com. Cautionary Note Regarding
Forward-looking Statements: Information in this release that
involves Witness Systems' 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 "anticipates," "expects,"
"intends," "plans," "believes," "estimates," and similar
expressions. 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 fluctuations in
customer demand and 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 fluctuations;
the ability of the company to complete and integrate successfully
any acquisitions or investments it may make; and the ability of the
company to compete successfully in the future, 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 annual report on Form 10-K for the year ending December
31, 2004, and any other reports filed from time to time with the
Securities and Exchange Commission. Witness, eQuality and the
Witness logo are United States registered trademarks 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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