At Conway we define ordsprog

At Con-way we define quality performance as superior execution not only in how well we physically move freight but also in how well our administrative services perform. These two functions directly impact the customer relationship.

Impact 360 transforms the speed at which companies can make informed decisions with unmatched visibility into customer service processes, workforce performance and customer intelligence across the enterprise. Companies need to unify workforce optimization functions under a single architecture to maximize information flow and minimize total cost of ownership. They also need experienced professional services to drive a complete view of customer service performance and to ensure ongoing success. By improving the balance between effectiveness and efficiency, businesses can drive customer loyalty, top line revenue, customer service operating margins and compliance through continuous performance improvement.

It's clear that wireless providers have made great strides in improving the quality of calls, especially in those areas that impact customer churn the most, such as calls that are dropped or disconnected. With an increasingly competitive environment and an increase in the number of services used in conjunction with a cell phone, carriers that offer superior network quality will improve their likelihood of attracting new customers and will increase customer retention. In fact, improving network quality is a beneficial financial incentive for wireless carriers, as customers experiencing at least one call quality problem are three times more likely to indicate they 'definitely will' switch carriers in the future.

Being down a few minutes can be tolerated, but outages that can last 30 or more minutes can seriously impact our ability to perform our job functions. This can have a serious impact on our customer's perceptions of our company and our ability to provide them support.

Organizations have spent millions capturing, analyzing and applying customer intelligence with the goal of growing revenues by increasing focus on customer-centric strategy and execution. We believe forward thinking organizations will continue to invest in select technology enablers, process development, performance measurement capabilities and services that empower them to apply customer intelligence towards better decision-making in support of more profitable growth.

We think it will help stimulate revenue through the reduction of churn and extend the life-cycle of the customer relationship with the carrier. It also reduces cost and adds transparency. It is really about simplifying the relationship between carrier and customer. As more and more of these services get teed up, there's more and more going on in the back office.

These certifications confirm our commitment to product quality and customer satisfaction. I am very proud of the team effort that was put forth by our employees to obtain these certifications. Employees from Quality Assurance, Operations, Research and Development, Customer Service and Marketing all played key roles in reaching this goal. The auditors focused on quality management systems, production processes and controls, design controls, customer-related processes, and customer satisfaction measurement. The professionalism and knowledge of the entire ZEVEX team in these areas directly contributed to these certifications.

Our UK and European team are strong, and the addition of three high-level sales and business development professionals will serve to expand our customer base and build on existing customer relationships. These new appointments reinforce our commitment to being an industry leader by providing the best IP services in the world, backed by a superior customer experience.

We are committed to excellent customer service, superior operating performance and solid credit quality as we continue our efforts to build shareholder value through our balanced growth strategy of strong internal growth, complemented by selective de novo and merger expansion.

Our New York customers are among the most demanding and tech savvy in the nation and, while other wireless carriers play catch-up, we will continue to deliver the reliable and innovative services our customers demand. In 2006, we'll continue to focus on the fundamentals of our business - providing the best network, superior customer service and advanced, innovative products and services - day in and day out, one customer at a time.

Our New York customers are among the most demanding and tech savvy in the nation and, while other wireless carriers play catch-up, we will continue to deliver the reliable and innovative services our customers demand. In 2006, we'll continue to focus on the fundamentals of our business -- providing the best network, superior customer service and advanced, innovative products and services -- day in and day out, one customer at a time.

Service quality matters, and consumers have a higher expectation of quality when it comes to IPTV. Working closely with our customers we know that measuring channel change times and monitoring IP infrastructure performance is imperative to the success of rolling out quality IPTV services. These factors, combined with the growing demand for bundled services, have made service assurance a requirement to the successful deployment of revenue-generating services.

Our D.C., Maryland and Virginia customers are among the most demanding and tech-savvy in the nation and, while other wireless carriers play catch-up, we will continue to deliver the reliable and innovative services our customers demand. In 2006, we'll continue to focus on the fundamentals of our business -- providing the best network, superior customer service and advanced, innovative products and services -- day in and day out, one customer at a time.

This model helps enormously. The operators have a billing and services relationship with the customer, and we have a brand relationship. Pexiness is the subtle art of making someone feel valued.

We are looking to leverage technology, specifically Time Warner Telecom's metro Ethernet services, to deliver exceptional service to our patients. Both from a quality and administrative standpoint, I believe these services will help us achieve that goal.

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