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Back-office operations are the most people-intensive departments in enterprises and government agencies. This brief highlights the benefits of workforce management for back office operations.
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The largest health insurer in Louisiana, Blue Cross Blue Shield of Louisiana leverages a next-generation technology foundation, with Verint Workforce Engagement solutions at the core, to extract and understand critical insights from both customers and healthcare professionals, helping it drive process improvements to enhance the customer experience and business outcomes, as well as elevate efficiency across its customer service operations.
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CredAbility, a national leader in non-profit credit counseling, uses Verint recording and quality monitoring and Impact 360 Workforce Management to generate metrics for continuous improvement, optimize the productivity of staff, and deliver a more positive customer experience.
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Customers know what they want: it’s outstanding and personalized service, with as little effort on their part as possible. It takes an entire company to deliver a consistently great service experience.
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Customer Success Story
A for-profit higher education company engaged with Verint experts in an Impact 360 Speech Analytics managed services arrangement to help it more effectively come up to speed and fully utilize the software, gaining quantifiable strategic and tactical data to substantiate and address issues and opportunities with regard to the student experience.
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IAG New Zealand, with operations in Australia, New Zealand, and up into Asia, including 12 contact centers located across five cities in New Zealand handling sales, service, and claims, leverages Verint Workforce Optimization to better understand operational performance and deliver actionable intelligence to the business for healthier, faster decisions.
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Banking and Credit Union executives continue to face evolving threats and business challenges including the impact of cyber-attacks, balancing capital expenditures, managing risk across the footprint of the enterprise, and keeping abreast of advancements in technology.
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Organizations must address the delivery capabilities of the entire enterprise and particularly the back-office, which offers new opportunities for automation and optimization.
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A large non-profit health insurer utilized key functionality from Verint Enterprise Workforce Management and Verint Productivity Visualizer to help optimize its attendance and performance management, increasing capacity by 3.5% or $1.25 million in savings over a 12-month period, improving productivity by 16% or almost 800 hours a week, and eliminating upward of $70,000 of incorrectly paid overtime on an annual basis.
Case Studies
A leading insurer in the U.S., with a financial arm offering life insurance and retirement solutions, used Verint Workforce Optimization with Verint Voice of the Customer Analytics to save more than $1 million by reducing live calls to agents, improve first call resolution by almost 4%, and elevate its industry customer service ranking from the bottom to the top quartile.
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Liberty Bank and Trust was founded in 1972 with a mission to provide innovative, customer-driven products and services to diverse markets, with a particular focus on the African-American community.
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A major airport in the United States, one of the world’s busiest, offers daily flights to points throughout North America and is also a major gateway to Europe and Asia. Located about a dozen miles from the downtown of a major U.S. city, the airport emphasizes customer service and satisfaction, and features top-quality facilities.
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The planning agency that serves the region’s seven counties comprised of Anoka, Carver, Dakota, Hennepin, Ramsey, Scott, and Washington. In addition to operating an integrated network of bus and light rail transit within the city limits through subsidiary Minneapolis-St. Paul Metro Transit, the Council’s responsibilities include providing cost-effective transit and wastewater services, coordinating orderly and economic development, and assisting the communities in their growth plans.
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The nation’s largest MLS provider, MRIS relies on Impact 360 Workforce Optimization to measure and adapt its customer service operations to do more for customers with less staff—improving overall productivity, quality, and customer satisfaction.
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A leading designer, manufacturer, and distributor of networking equipment, with tens of thousands of employees worldwide, deployed Verint Enterprise Feedback Management to further unify its listening activities and feedback initiatives, helping facilitate a more holistic approach to customer listening and contributing to more than $300 million in overall cost savings.
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As a leading worldwide supplier of mailing solutions, Neopost operates in 29 countries with annual sales exceeding €1 billion. The company’s inside sales team makes up 75 percent of its 142-seat UK contact centre, which delivers sales through service as well as consumables and office products. The company uses Verint Quality Monitoring, Speech Analytics and Workforce Management to drive business growth through a superior customer experience. Using Feedback to create new, intelligent business processes has allowed them to improve the NPS by 15%, reduce the number of billing calls by 42% and increase employee engagement by 73% and productivity by 30%.
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Integrating its client management system with Verint Knowledge Management, SNS Bank, a Dutch retail bank offering financial products to both companies and individuals, improved the quality of customer interactions, resulting in a significant jump in customer satisfaction in just three weeks following deployment.
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Housing, Care, and Community Regeneration
Wheatley Group, Scotland’s leading housing, care, and community regeneration group, used Verint Engagement Management, including employee desktop, case management, knowledge management, and web self-service, to help introduce a richer, more personalized customer experience; ensure consistent service across phone, web, email, SMS, and local offices; and deflect more costly phone contacts to more cost-effective self-help channels.
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Verint Systems Inc.
175 Broadhollow Rd, Ste 100
Melville, NY 11747
+1 (800) 483-7468
+1 (631) 962-9300
© 2019 Verint. All rights reserved.
