A Customer’s Best Practices for Upgrading to Verint Workforce Optimization
By Mary Lou Joseph
Posted in Customer Engagement
The mail-order pharmacy unit of a healthcare insurer recently upgraded to the latest version of Verint Workforce Optimization. The upgrade was no easy undertaking as it extended the solutions to include thousands of employees in blended environments, in which staff engaged with customers on the phone and performed order fulfillment off the phone.
At Verint’s most recent Engage customer conference, the insurer shared the following six best practices with attendees.
The “big bang” benefit that the insurer is most excited about is the new Performance Management user interface and functionality. The solution provides greater visibility into KPIs and performance trends for not only employees and managers, but also the analytics, process and quality teams.
To learn more about these Performance Management features, read the earlier blog post, “The New Face of Performance Management.”
Want to stay up to date with all the latest insights?
Subscribe to our weekly or monthly digests of all the latest insights and articles from from Verint