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"Case Study: Quality Management at Continental Airlines"
by -
Witness Systems
Continential Airlines had used tape recorders to capture conversations between reservation agents and customers. This practice consumed too much time from team leaders setting up recorders, tracking agents and scrambling to catch phone calls. They decided to invest in an automated quality monitoring solution to enable team leaders to focus more on coaching/training. Continental wanted a product to address productivity and help meet some other challenges, including collecting more business intelligence, adding more objectivity to the performance evaluation process, and implementing a new front-end computer system. Read the details in this case study.
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