Case Study: Navitor achieves nearly 10% higher service levels and slashes quality-monitoring time and costs with Verint Systems' Impact 360 Workforce Optimization

Navitor - Customer Case Study

Navitor, a customer-service unit of Taylor Corporation handling semi-custom printed materials, faced an outdated call-recording system, rigid schedules for its 238 agents, and weak adherence and coaching processes that increased labor for quality monitoring and degraded service when agents were pulled off the floor for training or meetings.

Navitor implemented Verint’s Impact 360 Workforce Optimization (integrating workforce management, quality monitoring, eLearning, scorecards and customer feedback), enabling real-time scheduling, reliable voice and screen capture, daily scorecards, and targeted eLearning. Results included a nearly 10% improvement in service levels, monitoring sessions rising to 480/month, time per quality session falling from 24 to 10 minutes, cost per monitored call dropping from $7.25 to $2.62, improved adherence and coaching, and higher employee satisfaction.

Navitor

Cory Gallagher

Customer Service Department Manager