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ESC Implements eQuality Software

ATLANTA-Enhancement Services Corp. (ESC), a provider of credit and debit card reward programs, announced implementation of the eQuality software from Witness Systems, a provider of performance optimization software and services. ESC said the solution raises the levels of customer service and satisfaction experienced by clients' cardholders that call the Redemption Services Center eQuality Balance is used by ESC to record conversations on 100% of all client calls.

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Kowal Assoc. Intro's CCR 360

BOSTON-Kowal Associates, a contact center consulting firm, has introduced Contact Center Review 360 (CCR 360), a multi-faceted program designed to measure every aspect of a contact center's operation and performance. CCR 360 focues on three components: 1) how successful the contact center is running in regards to internal metrics and competitive analysis; 2) how well integrated the contact center is with the entire organization, and 3) the level of customer satisfaction.

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PSCU Financial Takes To The Road

ST. PETERSBURG, Fla.-Executives from PSCU Financial Services here are planning a tour of cities along the West from mid-February to mid-March to meet with existing credit union member-owners and prospective member-owners. Meetings are planned for Seattle, San Francisco and Los Angeles to discuss and promote the company's new credit card, debit, ATM and on-line bill payment programs, and will support its enhanced focus and investment on growth in the western United States, according to PSCU. "We hope that this tour will expand awareness for our extensive portfolio of industry-leading services among credit unions in the West," said PSCU Financial Services President David J. Serlo. During the tour, executives will discuss PSCU Financial Services' CreditAbility, AdvisorsPlus, DebitAdvantage, CURewards and PayLynx programs. PSCU Financial Services recently opened a Western Service Center in Phoenix.

Separately, the company announced it has signed long-term debit and credit processing contracts with Martin FCU, Orlando, to handle its more than 7,100 Visa signature debit accounts and 4,600 Visa and MasterCard credit accounts, and Sandia Laboratory Federal Credit Union, Albuquerque, to handle its s 24,000 signature-based debit accounts and 17,000 credit accounts.

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