Case Study: Commerce Bank creates a One Workforce approach with Verint Workforce Engagement

Commerce Bank shifts 5% to 10% of call volume with Verint

Commerce Bank, a financial institution with nearly 160 years of experience operating across the Midwest, leveraged its long-time use of Verint Quality Management and Verint Workforce Management to address the challenge of adapting associate scheduling and performance across new work-from-home and hybrid models.

By implementing Verint's best-of-breed workforce engagement solution, the bank created a "One Workforce" approach. This allowed branch staff to pick up 5% to 10% of daily contact center call volume. As a result, Verint helped Commerce Bank reduce costs, improve associate performance, and elevate the customer experience through greater CX automation and efficiency.

Commerce Bank