Verint Systems, Inc. (NASDAQ: VRNT) recently announced that Dutch state-owned ABN AMRO, the third-largest bank in the Netherlands, has improved engagement with its customers by employing the Verint Workforce Management™ (WFM) technology platform. Leveraging the Verint solution, ABN AMRO has been able to meet an ambitious target of allowing a customer to connect with a bank representative within 40 seconds of initiating an inquiry, 90 percent of the time. The WFM platform has had the additional benefit of increasing employee satisfaction by up to 20 percent.
In a recent news release, Nick Nonini, managing director of Verint EMEA, stated, “Helping ABN AMRO to more effectively manage its workforce in the contact center and achieve such great results for both its customers and employees gives us an immense sense of pride. By providing the right technology platform for its agents, we’ve not only contributed to improvements in employee satisfaction and work-life balance, but also empowered employees to deliver next-level service, which is vital to building loyalty and ongoing engagement with customers.”
ABN AMRO is a full-service financial services institution that is the principal bank for 21 percent of the Dutch population. Although its primary focus is on the Netherlands, the bank has a presence in 22 countries and territories in Asia, Europe, the Middle East and North America. Headquartered in Amsterdam, Netherlands, ABN AMRO’s Advice Service Center is staffed 24/7 by 1,400 employees. It handles over four million phone calls per year, along with email, social and web-based queries. To improve the speed with which queries are answered in this high-volume contact center, ABN AMRO wanted to improve the way customer inquiries are assigned to bank reps and, at the same time, entrust its reps with responsibility for making themselves more available.
Verint Workforce Management has helped ABN AMRO achieve those objectives with the ability to plan schedules in real time and more effectively manage resources to strike the optimal balance between workload and staffing. The WFM platform has also enabled agents to finish calls quicker when there are several in a queue during peak periods. During quieter times, the platform allows reps to demonstrate a more personal touch with a “go the extra-mile” attitude toward customers.
Verint supported ABN AMRO throughout the process, implementing the right approach, solution, onsite training and support to best suit its needs. The results have been overwhelmingly positive, helping the bank balance workloads and reduce costs from overstaffing and overtime. Employee satisfaction has increased with the use of the WFM platform. Satisfaction with the scheduling method increased by 15 percent and satisfaction related to work-life balance has improved from 60 to 80 percent.
For more information, visit www.Verint.com
About NetworkNewsWire
NetworkNewsWire (NNW) provides news aggregation and syndication, enhanced press release services and a full array of social communication solutions. As a multifaceted financial news and distribution company with an extensive team of journalists and writers, NNW is uniquely positioned to best serve private and public companies who need to reach a wide audience of investors, consumers, journalists and the general public. NNW has an ever-growing network of more than 5,000 key distribution outlets across the country. By cutting through the overload of information in today’s market, NNW brings its clients unparalleled visibility, recognition and brand awareness. NNW is where news, content and information converge. For more information, visit www.networknewswire.com.
Please see full disclaimers on the NetworkNewsWire website: http://nnw.fm/Disclaimer
NetworkNewsWire (NNW)
New York, New York
www.networknewswire.com
212.418.1217 Office
Editor@NetworkNewsWire.net
