Case Study: Aegon increases NPS and reduces costs with Verint Workforce Management

Aegon increases NPS by 41 points with Verint

Aegon, a multinational provider of life insurance, pensions, and asset management, faced challenges with siloed teams and inefficient workflow prioritization in its back office. Managers spent significant time manually managing workflow, leading to backlogs and poor turnaround times. To create a more customer-centric operation, Aegon turned to vendor Verint to implement its Workforce Management solution.

By deploying Verint Workforce Management, Aegon gained a unified view of demand and capacity, enabling efficient resource allocation. The solution provided unprecedented visibility into work processing and employee behavior. The results were significant: a 41-point increase in NPS, a 38% reduction in overtime spend, a 22% drop in complaints, and a 65% reduction in backlogged work items, transforming their back office operations.

Aegon