CCH INCORPORATED, a wholly owned subsidiary of Wolters Kluwer North America, is known for its authority and accuracy in analyzing and reporting tax and business law. Founded in the Chicago area in 1913 – the same year the U.S. federal income tax was created – the company has served five generations of legal and business professionals and their clients by providing tax and business law information and software. CCH produces proximately 700 print and electronic products for the securities, tax, legal, banking, securities, human resources, health care and small business markets.

The company uses Witness Systems’ eQuality® software to support its call center’s operations. Since implementing the recording and performance analysis solution, CCH has increased customer satisfaction by almost 50 percent and gathered the necessary business intelligence to improve processes for greater productivity.

• Helped raise customer satisfaction
  rating from 45 percent to 93 percent
• Decreased average handle time from
  9:34 to 4:42 and average queue times
  from 2.5 minutes to 19 seconds
• Lowered abandonment rate from
  9 percent to 1 percent