Spherion Corporation is a human capital management company with 1,000 offices in 13 countries. Founded in 1946 and based in Fort Lauderdale, Fla., Spherion builds talent, technology and outsourcing solutions to help clients efficiently deploy human capital and
improve their bottom line.

The company’s outsourcing division has 11 call centers in six states and engages in more than 50 million customer contacts each year. Clients include some of the world’s most admired companies in the areas of financial services, healthcare, hospitality, telecommunications and technology. As an outsourcer charged with implementing clients’ customer contact strategies on a global basis, Spherion considers customer interaction recording critical to seamless customer service.

The company uses Witness Systems’ eQuality® software to record, evaluate and analyze customer contacts to enhance the quality of customer interactions and position itself as the right customer relationship management partner for its clients.

• Increased quality performance by as much as 30 percent
• Reduced average call times by 15 to 20 seconds
• Captured key interactions through user-defined business rules