WITS Witness Systems (MM)

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.