Verint Workforce Engagement Helps Commerce Bank Successfully Navigate Contact Center Disruption

Results

  • Optimized resources while supporting growth, enabling the contact center to handle a growing volume of 190,000+ calls per month.

  • Reduced cost per call while optimizing customer service, resulting in a 7% improvement in customer satisfaction.

  • Supported resiliency and flexibility to ensure positive outcomes in customer and associate experience in the wake of COVID-19 pandemic disruption.

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contact center agents on call wearing headset

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Featured Solutions

  • Workforce Engagement

    Leapfrog the competition with AI-powered tools built for the future of your workforce. Engage and manage your contact center, back office and branch teams.
  • Workforce Management Solutions & WFM Software

    Get to know the workforce management (WFM) solution with the highest customer satisfaction ratings in the industry. It’s WFM made easy.
  • Enterprise Recording

    Capture interactions across multiple channels and retrieve recordings quickly, even in unstructured content, to reduce effort, analyze and track trends, mitigate liability, and enhance compliance.
  • Quality and Compliance

    How you handle every call or digital interaction is a direct reflection of your organization to the customer. Ensuring every call is consistently of the highest quality is essential to success.
  • Real-Time Coaching

    Reduce average handle time, improve service quality, enhance customer experience, and achieve better compliance.

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