Most mid-market contact centers enter into a workforce optimization (WFO) software purchase with conservative expectations for first-year returns on their investment. The same was true of Union Bank & Trust, the largest regional bank headquartered in Richmond, Va. Union Bank's decentralized customer contact center includes three locations, which handle more than 28K calls per month.
As the bank customer base grew and operations expanded, contact center leadership began the search for an on-premise recording solution that would support the bank's continuing growth and evolving business needs. Top of mind goals?
- Increase overall customer satisfaction and improve customer experiences
- Efficiently and effectively locate calls upon request, related to regulatory or quality concerns
- Evaluate the robust technology that peer banks were already utilizing
Union Bank found its match in NICE Uptivity WFO, and selected the core solutions of Speech & Screen Analytics, Screen Capture and Real-time Call Recording to shape its WFO strategy and empower agents for greater performance.
But what about those conservative ROI expectations? Union Bank contact center leaders were blown away by an actual labor savings nearly 4x greater than forecasted goals. Not to mention tremendous improvements in call search efficiency and risk reduction.
Hear more firsthand from Union Bank & Trust about their unexpected WFO success in this quick recorded webinar.