Verint Best-of-Breed Workforce Engagement Enables Commerce Bank to Create a One Workforce Approach

Commerce Bank, offering payment solutions across the U.S. and operating full-service banking facilities across the Midwest, leverages nearly 160 years of proven strength and experience to help individuals and businesses solve financial challenges. A long-time user of Verint Quality Management and Verint Workforce Management, learn how the bank shares resources across functions to meet demand and create a One Workforce approach.

Leveraging capacity in its branches due to fewer in-person visitors, branch staff have been able to pick up 5% to 10% of daily contact center call volume. Moreover, the bank has been able to adapt to and more effectively address associate scheduling and performance across both work-from-home and hybrid models. As a result, with greater CX automation and efficiency, Commerce Bank is reducing costs, improving associate performance, and elevating customer experience.