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Success Stories: Consulting Services

Accor Customer Contact Centres | Hospitality | Case Study

Europe's leading global hotel and service industry group, Accor engaged Verint Impact Services to carry out a Performance Optimization Workshop, where it standardized its quality processes across its global operations.

Carlson Craft| Printing | Case Study

One of the nation's largest specialty printers, Carlson Craft employed Verint Impact Services to deliver several workshops to help it align deployment of Impact 360 Workforce Optimization to its customer service needs while keeping its business goals front and center.

Cruise Line Operator | Travel & Hospitality | Case Study

This premier cruise line operator engaged Verint Impact Services to deliver a Custom KPI Scorecards Services Engagement to help develop the right set of key performance indicators (KPIs) for monitoring, measuring, and enhancing agent performance.

DSB Group | Transportation | Case Study

Providing rail services within Denmark, DSB Group, as part of its Impact 360 implementation, selected Verint Impact Services to assist it with developing an evaluation form that defined the core elements of the company's quality monitoring program.

International Multimedia Company | Business Services | Case Study

This renowned international multimedia company engaged in the step-by-step Verint Business Enablement Program to align its Impact 360 Workforce Optimization solution with its specific business goals, requirements, processes, and personnel.

Maincom Telemarketing Services | Staffing & Outsourcing Services | Case Study

Maincom Telemarketing Services, a provider of inbound and outbound order-processing calls and other services, used a workshop delivered by Verint Impact Services to define, review, and test its quality objectives, resulting in an evaluation system that provides three interconnecting types of coaching forms for every transaction.

Navitor | Wholesale Printing | Case Study

Navitor undertook several engagements with Verint Impact Services, helping it gain deeper insight into contact center operations and develop and refine quality assurance and coaching processes to deliver a better customer experience.

Pitney Bowes | Manufacturing | Case Study

A world leader in mail and document management solutions, Pitney Bowes turned to Verint Impact Services to deliver a Quality Evaluation Optimization Workshop, resulting in an evaluation form that includes dynamic sections based on call type to reinforce specific agent skills and behaviors.

Sage North America | Business Software & Services | Case Study

Sage Business Solutions, a division of Sage North America, participated in a Calibrating Quality for Consistency Workshop led by Verint Impact Services to institute a process for calibrating quality evaluations across its divisions and within specific centers and teams.

Yorkshire Water | Utilities | Case Study

Providing water and sewerage services to 4.7 million people and 140,000 businesses, Yorkshire Water worked with Verint Impact Services to creatively deploy its Impact 360 solution successfully, rapidly, and in accordance with its key performance objectives.