“Our mission is to provide an intuitive, modern platform where customers can be in contact with peers and RWS SMEs for all questions and provide feedback. As part of our next phase of growth, we’re aiming to leverage customer feedback and enhancement ideas, and capitalize on peer-to-peer collaboration, enriched content, …

"Telecontact selected the Impact 360 Workforce Management solution...and for the first time, we can accurately schedule our workforce and avoid idle hours for agents. Knowing customer call levels also enables Telecontact to predict and plan for busy periods, so that we have enough agents to meet customer demand."

"Anything that can be done to help customers can also be applied to assist employees. IVAs can be used to assist agents in performing their tasks, automating activities that previously required direct input from live agents."

"Overall, the Verint solution has helped improve motivation and productivity levels across the customer service team, as they feel more valued by the business."

"We’ve always used the mentality that ‘what gets measured will get done."

"We’ve had a tremendous reduction in cost. And with the time off management feature, our agents can take more control over their schedules while taking the strain of managing these requests away from supervisors and schedulers. Our agents are much happier, and our supervisors are now spending more of their …

"The flexibility and productivity improvements we’ve achieved with Impact 360 Workforce Management have ensured that we’re now delivering best-practice performance and playing a key role in supporting the company’s continued growth plans."

"Verint Workforce Management has really helped us live up to our vision of being the world’s most engaging aquarium experience."

"Thanks to Impact 360 Workforce Management, we were able to optimise our staff requirements and make sure our two contact centres were staffed as efficiently as possible."

"Workforce Optimisation is now at the core of our contact centre approach, systems while at the same time managing our cost base very tightly."

"The Impact 360 project has been a major contributor to the success of our 'New Start' programme. As a result of efficiency savings achieved through tighter schedule adherence, Thames Water has been able to optimise staffing and save the equivalent of more than 10 full-time agent positions."

"Management gets a clear picture of the scope of services being performed in the contact centers and can see the value that our agents deliver to the bottom line."

"The people who get the most from what we achieve are Virgin Mobile’s customers; it’s the end goal for all of our efforts. Our Resource Planning team may not actually answer the customer calls, but it’s knowing that by making a modification to the time when CSAs are available to …

"We have seen service levels increase by five percent since implementing Impact 360 Workforce Management in our contact centre."

"A specific issue solved by Impact 360 workforce management was our planned recruitment phase for the expansion of the member contact centre. By using the "What If?" scenarios the solution offers, we were able to predict the increased work volumes and the number of staff required for specific shifts, to …