Case Study: Knology doubles contact-center revenue and saves $1M annually with Verint Systems' Impact 360 Workforce Optimization

Knology - Customer Case Study

Knology, a regional provider of bundled cable, Internet and voice services in the southeastern U.S., faced mounting operational strain as rapid customer growth and the addition of a Florida market overwhelmed its centralized contact center. The center relied on manual scheduling, basic ACD technology and tape-based quality monitoring, with inconsistent procedures across nine divisions, rising attrition, falling first-call resolution and increasing costs that forced leadership to act.

Knology implemented Verint’s Impact 360 Workforce Optimization and made process changes—centralized hotlines to divisions, shared call responsibility, targeted offline training, scorecards and coaching with recorded-call learning clips—to improve forecasting, scheduling and agent development. Results included 94% schedule adherence, nearly a 20-point lift in first-call resolution, a 30% reduction in headcount, 22% lower call volume, 55% lower attrition, a doubling of contact-center monthly recurring revenue contribution, and $1M in annual savings.

Knology

Scott Evenson

Director Of Customer Care Operations