Capita Improves SLA Turnaround Times by 91% with Verint Work Manager!

Format: On-Demand | Duration: 15 mins

Capita, a UK Business Process Outsourcer, had a client who was struggling with complex, lengthy processes that was causing low customer satisfaction scores (a -11 NPS!).

John Barker, Managing Director at Capita overseeing the account, shared their story of how they transformed end-to-end customer processes to dramatically improve turnaround times and reduce customer complaints. In one case reducing turnaround times by 91%, from 35 days to less than 3 days.

Hear how John leverages Verint Work Manager to help him to:

  • Understand and forecast demand
  • Align resources to demand
  • Identify ways to improve and automate processes.

Watch this on-demand webinar to learn how Verint Work Manager can help improve SLA turnaround times.


John Barker, Capita

John Barker

Managing Director – Capita



Mary Lou Joseph, Verint

Mary Lou Joseph

Director, Content Marketing – Verint