Case Study: Commerce Bank achieves resilient, optimized contact center operations and a 7% customer satisfaction gain with Verint Systems' Workforce Engagement

Verint Workforce Engagement Helps Commerce Bank Successfully Navigate Contact Center Disruption

Commerce Bank’s contact center — which had grown from 15 to 130 associates and routinely handled about 190,000 calls a month — faced a major disruption when branch closures and pandemic-related questions (stimulus, PPP, etc.) sent call volumes even higher in April 2020. The bank needed to maintain service levels and support a suddenly remote workforce while continuing to scale.

Commerce Bank used the Verint Workforce Engagement suite (Enterprise Recording, Quality Management with Coaching, and Workforce Management) to forecast, schedule, monitor quality, and deliver remote coaching, integrating with Microsoft Teams and Workday. The solution supported resiliency and growth, enabled the center to handle 190,000+ monthly calls, reduced cost per call, improved quality, schedule adherence and first-call resolution, and drove a 7% increase in customer satisfaction.

Commerce Bank

Gary Haworth

Manager of Contact Center, Workforce Management, Quality and Training