Web Self-Service Leader Deploys Second Language Content within Agent Database to Enable Product Knowledge

Seattle, WA — March 27, 2008 — SafeHarbor Technology Corporation, expert at moving customer service to the Web, announced the successful implementation of multi-lingual resources for one of its key clients. The project provides assistance to call center agents for whom English is a second language. As a result, call center agents are experiencing improved performance levels leading to increased customer satisfaction and decreased training costs.

One of SafeHarbor’s premier clients had outsourced a part of their call center overseas and found that their new agent team was struggling to use the English-based agent tools. Many times, for agents that have learned English as a second language, average customer handle times are lengthened and quality of service is reduced when agents use tools based solely on English. A further complication for this particular project was that the product was unfamiliar and had just been introduced to the new agent team. Both of these factors lengthened training time considerably for the support personnel and as a result customer satisfaction suffered.

SafeHarbor partnered with its client to improve agent performance, increase customer satisfaction and reduce the costs of training by deploying Spanish content within the agent knowledgebase. The Spanish content is displayed simultaneously with the English content to help the agents improve their learning curve with the English-based tool and the unfamiliar product.

No matter what language is used, call center agents must be able to quickly access accurate information in order to help customers as quickly and efficiently as possible. Otherwise, customer satisfaction levels start to decline and customers can be lost. SafeHarbor works with clients using a combination of software and services to create web environments that provide immediate access to information, supported by easy-to-find links that can be specifically personalized for client needs. Knowledgebase management and hosting services also round out SafeHarbor’s offerings.

“SafeHarbor was pleased to work with our client to enable their call center agents to perform more productively,” said Dianne West, vice president of sales, SafeHarbor Technology Corporation. “By creating a parallel knowledgebase in two languages, our client’s call center agents can now provide customers with the information they need accurately and quickly.”

About SafeHarbor Technology Corporation
SafeHarbor Technology Corporation is expert at moving customer service to the Web. SafeHarbor partners with clients to create a culture of self service through technology and business practices.

SafeHarbor’s fast, flexible and focused solution improves self service information so customers can find answers to questions via the web instead of placing a customer service call. This results in lower support costs, higher user satisfaction levels and solves the challenges faced by companies with complex product lines and diverse user groups.

Since 1998, SafeHarbor has provided support solutions to businesses of all sizes and industries, including American Airlines, IBM, T-Mobile, Washington Mutual, the State of Washington and SunTrust Banks.

For more information, please visit www.safeharbor.com.

SafeHarbor Technology Corporation Press Contact:
Harry A. Thomas
360-482-1529
harry.thomas@safeharbor.com