Case Study: Insperity achieves 100% interaction visibility and smarter staffing with SPAR Solutions and Verint WFO

Insperity achieves 100% interaction visibility with SPAR Solutions

Insperity, a provider of HR solutions for small and mid-sized businesses, faced significant challenges in its contact center. A lack of voice and screen recording limited performance monitoring and compliance, while disconnected channels created blind spots in quality assurance. Manual spreadsheet scheduling led to staffing inefficiencies and a lack of real-time visibility for supervisors. SPAR Solutions implemented the Verint Workforce Optimization suite to address these issues.

SPAR Solutions configured Verint WFO to enable multichannel recording, integrate Salesforce communications, and automate workforce management. This solution provided Insperity with 100% interaction visibility and accurate forecasting, which eliminated over- and understaffing. The results included lower administrative overhead, optimized agent utilization, and the ability to make proactive intraday staffing adjustments, all contributing to improved service levels and a scalable operational framework.

Insperity