etalk To Offer Contact Center Performance Management Consulting - InformationWeek

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etalk To Offer Contact Center Performance Management Consulting

Contact center performance software developer etalk will help clients evaluate and improve processes, design call monitoring programs, and create libraries of digital recordings to identify best practices.

etalk, which is best known for its Qinfinity call recording and agent performance management software, has unveiled new performance management consulting services for its contact center customers. These services will help clients analyze and improve contact center businesses processes, design and implement call monitoring programs, and create call libraries of digital recordings to identify best practices.

Roger Lee, etalk's newly-appointed director of consulting services, says, "Our guidance and recommendations account for factors such as customer intimacy, operational excellence, and innovation—all of which can be applied to help customers make progress on their quality journey with measurable results." Lee addes, "Our consulting services approach is holistic, and employs best practices such as Lean concepts and Six Sigma. We can clearly understand how all of the parts and touch-points of a contact center fit into a customer's overall business system."

Among the first etalk customer to use the new services is Ecolab, a firm that develops and markets cleaning, pest elimination, and maintenance products and services. "We're strong advocates of continuous improvement, and one of our major goals in 2005 is to meet ISO requirements for our contact centers," said Dean Hanson, Ecolab's director of customer service. "etalk is playing a big role in that effort by analyzing our strengths as well as our areas for improvement."

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