Case Study: Keany Produce achieves improved customer service and employee productivity with Enghouse Interactive Call Recording

Improving Your Business with Call Recording

Keany Produce faced challenges improving customer service, internal processes, and employee productivity and needed better visibility into customer conversations for dispute resolution, compliance and accountability. To address this, Keany Produce deployed Enghouse Interactive’s Call Recording software (formerly CallRex) to capture and analyze voice interactions.

Enghouse Interactive’s solution allowed Keany Produce to identify trends, correct issues and target agent training—uncovering problems they hadn’t noticed, such as one CSR whose calls were 95% from family and friends, an agent routinely avoiding live customer calls, and sales reps not making required cold calls. The call recording from Enghouse Interactive improved accountability, processes and customer service while enabling more effective coaching and productivity gains.

Keany Produce

Dawn Eastwood

Director of IT