Case Study: Catalina Express improves call center service levels with Verint Workforce Management Professional

Catalina Express raises service levels from 69% to 83% with Verint

Catalina Express, a provider of ferry services to Catalina Island, faced challenges with inaccurate call center forecasting and long customer wait times. They partnered with vendor Verint and implemented its Workforce Management Professional solution to address these operational inefficiencies.

By utilizing Verint's workforce management tools, Catalina Express significantly improved its call center performance. The results included a service level increase from 69% to 83% and a reduction in average answer speed from one minute to just 30 seconds. The solution from Verint also helped the company better manage call volume spikes.

Catalina Express