Call Center Services Featured Article
Midwest Call Center Recognized as Performance Leader with Impact 360 WFO
This awards program from Ventana is designed to highlight those organizations that have successfully aligned and applied technology, business processes and best practices in order to advance customer service and IT operations, as well as drive improvements in service and overall performance.
A Navitor Company, Midwest Call Center provides customer service support for companies that produce semi-custom printed materials, including business cards, letterhead, envelopes, stamps and engraved products.
The company conducts business through third-party channels that range from office supply chains to local print shops. Midwest Call Center is positioned as a customer-facing organization and serves as the central point for responding to product, process and order status inquiries.
The scoring process for the Ventana Customer Performance Leadership Award involved the evaluation of nominees’ use of people, processes, information and technology, best practices and business impact.
Midwest Call Center has enjoyed a dramatic return on its investment since implementing the Impact 360 Workforce Optimization solution. The company deployed the solution across four call center locations that comprised of roughly 250 agents.
In leveraging the Verint solution, Midwest Call Center has been able to improve service levels by more than 10 percent while also reducing the time spent per equality monitoring session by 240 percent. These results led to the recognition from Ventana.
Since its deployment of the Impact 360 solution, Midwest Call Center has added visibility into ongoing customer service processes to enable for better and faster staffing decisions to increase employee satisfaction.
This award from Ventana not only acknowledges the improvements that Midwest Call Center has made within its environment, it also highlights the benefits that the Impact 360 Workforce Optimization solution brings to the company.
By focusing its efforts on applications and processes that lend to greater productivity and efficiency, Midwest Call Center not only enjoys a strong return on investment, but also the streamlined benefits of a WFO solution. This award highlights the value that Verint brings to the table when its solutions are properly aligned with needs.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Stefania Viscusi