Case Study: Commerce Bank boosts contact center efficiency and customer satisfaction with Verint Workforce Engagement

Commerce Bank improves customer satisfaction 7% with Verint

Commerce Bank faced the challenge of managing soaring contact center volumes, especially when branch closures during the COVID-19 pandemic led to an influx of customer inquiries. To handle this disruption while maintaining service quality, the bank turned to the Verint Workforce Engagement suite, including Verint Workforce Management and Quality Management.

Verint provided an integrated platform that enabled optimal scheduling, remote coaching, and quality assurance for associates working from home. The solution helped Commerce Bank successfully navigate the crisis, handling over 190,000 calls per month, reducing cost per call, and achieving a 7% improvement in customer satisfaction. Verint's tools supported greater flexibility and contributed to an uptick in customer loyalty during a period of significant strain.

Commerce Bank