Case Study: Carlson Craft achieves lower costs, better scheduling, and improved customer service with Verint Systems' Impact 360 Workforce Optimization

Carlson Craft - Customer Case Study

Carlson Craft, a 60‑year‑old specialty printer and subsidiary of Taylor Corporation, runs a 185‑agent contact center handling wedding, holiday and graduation orders. The team relied on spreadsheets for scheduling and tape recorders for quality checks, and needed a workforce management solution plus a consistent evaluation/calibration process and better insight into why customers called.

Carlson Craft implemented Verint Impact 360 (workforce management, quality monitoring, speech analytics and eLearning) with consultant‑led workshops. The system automated forecasting and flexible scheduling, records and evaluates about 75% of calls, provides scorecards for targeted coaching, and—via speech analytics—uncovered process issues (e.g., proof email formatting and an agent’s phone name) that reduced call volume, improved efficiency and customer satisfaction, and delivered quantifiable performance metrics.

Carlson Craft

Brenda Crosby

Customer Interaction Business Analyst, Carlson Craft