Can I get a witness?
Abstract
Citation
(2001), "Can I get a witness?", Work Study, Vol. 50 No. 4. https://doi.org/10.1108/ws.2001.07950dad.004
Download as .RISPublisher
:Emerald Group Publishing Limited
Copyright © 2001, MCB UP Limited
Can I get a witness?
Can I get a witness?
Delta Air Lines has chosen eQuality from recording and training specialist Witness Systems to help improve its reservation sales' call handling. Deployed across 19 global reservation centres, eQuality digitally records the voice or data transactions, as well as the actions of the agent, in real time. This can then be used in subsequent training sessions – and allows the operator to become increasingly self-managed, by, for example, escalating an issue to the management team at time of incident via forwarding of the recording.