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Midwest Call Center Recognized as Performance Leader with Impact 360 WFO

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Midwest Call Center Recognized as Performance Leader with Impact 360 WFO

May 05, 2009
By Susan J. Campbell
TMCnet Contributing Editor
Verint (News - Alert) Systems Inc. has announced that Midwest Call Center has received the Ventana Research Customer Performance Leadership Award for leveraging Impact 360 Workforce Optimization from Verint Witness Actionable Solutions.

This awards program from Ventana is designed to highlight those organizations that have successfully aligned and applied technology, business processes and best practices in order to advance customer service and IT operations, as well as drive improvements in service and overall performance.

A Navitor Company, Midwest Call Center provides customer service support for companies that produce semi-custom printed materials, including business cards, letterhead, envelopes, stamps and engraved products.

The company conducts business through third-party channels that range from office supply chains to local print shops. Midwest Call Center is positioned as a customer-facing organization and serves as the central point for responding to product, process and order status inquiries.

The scoring process for the Ventana Customer Performance Leadership Award involved the evaluation of nominees’ use of people, processes, information and technology, best practices and business impact.

Midwest Call Center has enjoyed a dramatic return on its investment since implementing the Impact 360 Workforce Optimization solution. The company deployed the solution across four call center locations that comprised of roughly 250 agents.

In leveraging the Verint solution, Midwest Call Center has been able to improve service levels by more than 10 percent while also reducing the time spent per equality monitoring session by 240 percent. These results led to the recognition from Ventana.

Since its deployment of the Impact 360 solution, Midwest Call Center has added visibility into ongoing customer service processes to enable for better and faster staffing decisions to increase employee satisfaction.

The software also has also enabled the organization to accurately and quickly measure cost per call, and to help determine expenses tied to high-quality service delivery. Midwest Call Center regularly presents this information to its executive leadership team, which has supported strategic decision making.

“We congratulate Navitor now Midwest Call Center and Verint Witness Actionable Solutions on contributing to the advancement of customer and contact center focused performance management to achieve the highest possible business impact. Investing in staff and providing the right tools to support employee development is a critical, and an often overlooked, investment in enhancing the overall customer and brand experience,” commented Mark Smith, CEO and executive vice president, Ventana Research, in a Tuesday statement.

“By combining robust workforce management with advanced call recording and monitoring, along with performance management and eLearning functionality, forward-thinking organizations – like Midwest Call Center – are able to effectively institute new standards focused on delivering consistent and measurable customer service results.”

This award from Ventana not only acknowledges the improvements that Midwest Call Center has made within its environment, it also highlights the benefits that the Impact 360 Workforce Optimization solution brings to the company.

By focusing its efforts on applications and processes that lend to greater productivity and efficiency, Midwest Call Center not only enjoys a strong return on investment, but also the streamlined benefits of a WFO solution. This award highlights the value that Verint brings to the table when its solutions are properly aligned with needs.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Stefania Viscusi
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