2003 Product of the Year Awards

eQuality Producer
Witness Systems
www.witness.com

eQuality Producer is a customized contact center e-learning solution that leverages the real-life scenarios customer sales/service representatives (CSRs) encounter on a daily basis to create unique, company-specific learning content.  The solution, introduced in September 2003, is the newest addition to Witness Systems’ suite of performance optimization software and services. 

Empowering contact center management to create custom interactive training that’s unique to their business, eQuality Producer helps address skill deficiencies with e-learning based on actual recorded agent/customer interactions. It leverages best practice call recordings for hard and soft skills training with both new hire and tenured agents, while also promoting best practices, which can serve as “role models” for agents charged with ramping quickly. Once produced, the content is readily available, creating a dynamic learning environment in which CSRs simulate customer contacts.

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