Richardson Partners with Witness Systems

Richardson Partners with Witness Systems

ATLANTA, Philadelphia, and Phoenix (October 22, 2003) - Richardson, a leading sales training and consulting firm today announced a partnership with Witness Systems (NASDAQ: WITS), a leading global provider of performance optimization software and services. The partnership will leverage Richardson's highly interactive, Web-based Richardson QuickSkills™ e-learning courseware with Witness Systems' eQuality® Now dynamic learning environment software to further agent development to foster career growth; achieve consistent, high quality customer service; and generate new revenue opportunities for the company through the contact center.

With Witness' eQuality suite, an integrated performance improvement suite for global contact centers, management can evaluate and identify skill and competency deficiencies and then prescribe and deliver targeted training to customer service agent's (CSRs) desktops. Richardson's QuickSkills offer customized and off-the-shelf Web-based, instructor-led, and blended learning courses to address flagged skill gaps and teach best practices to agents. Thus, this integrated process creates a dynamic learning environment for CSRs to hone skills and continue career advancement.

"Our proven methodology of a dynamic learning environment is further enhanced with Richardson's highly interactive, best practice training modules and is designed to create the most effective learning platform for agents to learn and retain important business information," states Bill Byron Concevitch, director, eLearning business, Witness Systems. "This joint solution enables our customers to address some of the biggest considerations in a contact center including performance, training, and development needs all through one integrated solution."

Heightened competitive markets, tighter regulations, globalization, cost pressure, and the demand for increased revenue generation have caused a shift in call center management's strategic thinking.

This industry trend creates the need for more contact centers to focus on revenue generating opportunities and capitalize on upselling and cross-selling opportunities while interacting with customers. Underscoring the importance of building customer loyalty and retention through the contact center is the fact that customers who call into centers are more likely to do repeat business by more than 18%.

In order to achieve these goals, CSRs must possess, demonstrate and improve skills to effectively capture the highest level of customer interaction, revenue, and loyalty without compromising the need to provide superior and personalized service on every interaction. Coaching and training are critical factors in developing specific sales skills in agents and Richardson's QuickSkills courseware is highly effective in helping agents develop those particular techniques. Such training modules include learning how to identify up- and cross-selling opportunities, creating need dialogues, effectively handling customer objections, and managing irate customers, just to name just a few.

"This combined solution between Richardson and Witness represents an unrivaled and leading-edge offering. The comprehensiveness of the components will allow customers to address their technology, performance, training and development needs. This unique solution will help our clients to provide their agents with a one-stop training solution that will build skills to improve individual and company performance," states David Distefano COO, Richardson.

Contact us to learn more.

To learn more about Richardson, please contact us at