The Pulitzer Prize-winning Orange County Register in Santa Ana, Calif., has been a news and information leader for nearly 100 years. As a subscription-based organization providing both a product and service, the newspaper dedicates significant resources to customer satisfaction across its operations. This customer focus has increased the newspaper’s circulation figures, giving it a substantial lead over its competition.

A cornerstone of the Orange County Register’s quality initiative is Witness Systems’ synchronized voice and data monitoring software, which is used to capture customer experiences from beginning to end and share that feedback throughout the enterprise. With eQuality, the Orange County Register has optimized the performance of its mid-size call center - fostering agents' careers, opening the minds of leadership, and reinforcing the paper's core value of integrity.

• Reduced error ratios from 10 percent to 1 percent
• Streamlined business processes
• Fostered enterprise collaboration