Case Study: PlumChoice boosts first-contact resolution to 70% and cuts handle time with Verint Systems' Workforce Optimization

PlumChoice - Customer Case Study

PlumChoice is a provider of specialized technical support, sales, and customer-care services that help consumers and businesses manage complex technology. The company struggled to measure and manage agent performance across multiple channels because of fragmented systems, manual metric aggregation, unclear visibility into off-phone activities, and the need to meet PCI compliance for payment data.

PlumChoice implemented Verint Workforce Optimization (Quality Management, Workforce Management, Desktop and Process Analytics, and Advanced Scorecards) to integrate data, enable PCI-compliant call recording triggers, and analyze desktop activity. The new visibility let PlumChoice shift focus from strict average-handle-time targets to customer satisfaction and first-call resolution, driving first-call resolution from 64% to 70%, reducing average handle time by 64 seconds, and cutting off-phone activity by 11%.

PlumChoice

Jaymee Gerard

Operations Business Analyst