Capita Improves SLA Turnaround Times by 91% with Verint Work Manager!

Capita, a UK Business Process Outsourcer, had a client who was struggling with complex, lengthy processes that was causing low customer satisfaction scores (a -11 NPS!).

John Barker, Managing Director at Capita overseeing the account, shared their story of how they transformed end-to-end customer processes to dramatically improve turnaround times and reduce customer complaints. In one case reducing turnaround times by 91%, from 35 days to less than 3 days.

Hear how John leverages Verint Work Manager to help him to:

• Understand and forecast demand
• Align resources to demand
• Identify ways to improve and automate processes.

Watch this on-demand webinar to learn how Verint Work Manager can help improve SLA turnaround times.

Presenters

John Barker, Managing Director – Capita

Mary Lou Joseph, Director, Content Marketing – Verint