The team at Trident Marketing have been in business for over 20 years, building upon a simple
mantra of “envision, achieve and enjoy” to create a high-growth direct
response sales
company.
Now staffed with 400 people and counting, Trident is recognized as a
national direct marketing powerhouse, while staying locally focused in Moore County , North
Carolina
With a surging call
volume and a multi-skill Cisco telephony environment, it was critical to improve the toolset
used for training and quality assurance. Never afraid to invest in technology
which offers tremendous value and low cost of ownership,
the Trident team looked high and low for the perfect workforce optimization fit in terms of feature
set and budget.
Trident eventually
discovered Virtual Observer, an emerging call recording and quality monitoring
solution which “was a right-sized solution for us. We use VO to
prove that we provided (or in some cases did not) the necessary information for the customer to make an informed
decision. In addition, we monitor all points of a call from beginning to
end, customer service and quality control to make sure the RFT (required
follow-throughs) have been completed,” said Trident's CIO.
Read the full Cisco customer success story
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