GreenShield Improves Agent and Customer Experience with Verint Callback

By: Rob Lamoureux

Read how GreenShield, Canada’s only national non-profit health and benefits company, turned to Verint Callback to help it better balance call volumes and agent capacity.

Enabling GreenShield to regulate its call volume peaks and valleys while safeguarding the customer experience, the best-of-breed Verint solution, part of the Verint CX Automation Platform, quickly aided the company in meeting client expectations and improving overall service levels.

With deployment complete within 60 days following selection, GreenShield saw impressive time-to-value, including 60% adoption within two weeks, 5% improvement in service levels, reduced average handle time, and increased customer satisfaction.

Read the customer case study.

Robert Lamoureux

Rob Lamoureux is Senior Director, Global Customer Advocacy at Verint with 25+ years of enabling and energizing sales and marketing. He is well versed in orchestrating integrated, multimedia marketing, communications, customer advocacy, and customer success programs that propel brand awareness, accelerate customer demand, retain customer loyalty, and increase sales on a national and global scale. He combines expertise in strategic market planning, organizational leadership, and project management with strong qualifications in campaign program design, new product and service rollout, market launch, and customer experience.

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