China CITIC Bank implements Impact 360 Workforce Management Software from Verint


Verint Systems announced that China CITIC
Bank, one of China’s largest financial services organizations, has deployed
Impact 360 Workforce Management from Verint Witness Actionable Solutions.


As an existing user of Verint’s recording
software, this additional investment in workforce management (WFM) made in
March 2011 is being used across China CITIC Bank’s contact center in Beijing.


The technology is supporting more than
1,200 employees that serve over nine million customers, with a focus on further
advancing center efficiency, optimizing service levels, and enhancing customer
experiences and staff satisfaction.


The advanced WFM solution combines the
power of forecasting and scheduling with strategic planning, adherence and time
off management capabilities along with a host of performance management and
eLearning functionality all of which are part of Verint’s single, unified Impact
360 software suite.


By automating and simplifying workload
forecasts and staff schedules, China CITIC Bank is improving resource alignment
based on customer demand and corporate objectives, and benefiting from a robust
solution that enables multi-skilled contact center operations to perform
long-term planning.


The solution also is helping the financial
services organization develop what if” scenarios to determine optimum
trade-offs among cost, service level, revenue and staffing.


With performance management included as
part of Impact 360 Workforce Management, China CITIC Bank have role-appropriate
scorecards and an extensive set of predefined key performance indicators, with
the ability to create customized KPIs.


With these, employees can quickly see how
they’re performing against goals, and management can gain a rapid view into how
team and center performance roll up to support customer service and
company-wide objectives.


When used in combination with eLearning
such as content producer, lesson management, desktop learning libraries and
interaction skills courseware China CITIC Bank is making lessons available
right at the agent desktop at the most opportune time, and measuring knowledge
acquisition, skill application and development.


China CITIC Bank is among the many
customers in the financial services industry that use our software to maximize
workforce efficiency and customer satisfaction,” says Nigel Hewett, senior vice
president, APAC, Verint Systems


Impact 360 has not only enabled the China
CITIC Bank contact center to simplify increasingly complex agent management
processes, but has also seamlessly integrated with existing technology allowing
center managers to remain focused on their business goals of constantly
improving the customer experience.


By Team

[email protected]