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.
Managing Director – Capita
Mary Lou Joseph
Director, Content Marketing – Verint