Region of Waterloo
Opportunity
The Region of Waterloo is a two-tier government system that provides services to residents,
including waste collection, public health, housing, employment, and income support. The
Region of Waterloo’s Service First Call Centre answers non-emergency calls related to citizenservice.
Although these are non-emergency calls, they are extremely important to citizens and the Service
First Call Centre. To respond in a timely manner and provide the best possible customer service,Solutions
Verint® Quality Management™
Verint Workforce Management™
Verint Desktop andProcess Analytics™

the region needed to ensure its contact center is adequately staffed and agents have the tools towork efficiently.

Verint Engagement
Management Professional™

Region of Waterloo needed a comprehensive contact center solution to help manage
communications, while providing detailed analysis of how agents could improve performanceand, in turn, service delivery. Additionally, the solution had to support 24/7 self-service options
for customers to further elevate citizen experience -- all in an easy-to-use suite.

Industry

Solution

Government

To help manage communications more efficiently, ensure adequate staffing, and help agentsimprove their skills, Region of Waterloo chose Verint® for its customer engagement platform,
including Verint Quality Management™, Verint Workforce Management™, Verint Desktop andProcess Analytics™, and Verint Engagement Management Professional™.
The Verint suite has become integral to the Service First Call Centre’s daily operations. AnyRegion

communication with customers is through the Verint software, even when an agent isn’t on theline. For example, residents can now log service requests online during “off hours,” which

Americascompresses cycle time for the initiation of services.
Using Verint Workforce Management, the region can strategically align workforce capacity andcall volumes, optimizing planning, forecasting, and scheduling. With Verint Quality Management
and Verint Desktop and Process Analytics, the region is armed with critical information on
service performance through recorded calls, agent scorecards, and other data. This insightis vital to support agent coaching and skills development for improved performance.
“The Verint platform enables managers and staff to see in real time what they are dealing
with and where they need to improve,” says Sheri Markle, Manager of the Service First
Call Centre at Region of Waterloo. “That empowers better engagement between staff
and residents and enables residents to receive the information they need in a timely
and concise manner.”
Leveraging Verint Engagement Management Professional, the Service First Call
Centre can take a more holistic approach to customer service by combining
knowledge, process, data, and channels into a single, unified platform.

Results• Nearly 400,000 calls, service
requests, and citizen
interactions handled annually.
• More than 100 different casetypes handled via seamlessintegration with six different
service departments.
• Online, self-service processes
for waste collection,compliments, and complaints
help streamline and automate
service delivery.

“ It has been a great relationship with Verint. As our expectations havecontinued to grow, Verint has worked very closely with us to meet ourneeds. Using the Verint tools helps us be efficient and maintain theoperational metrics that we are looking for.”--Sheri Markle, Manager, Service First Call Centre, Region of Waterloo
In turn, this enables the region to deliver exceptional service

The region has maintained positive quality scores since theand a superior experience to residents across their preferred

beginning. At the same time, it has been able to drill down tochannels of interaction.

focus on specific call metrics when necessary to understand
improvement opportunities in areas such as paraphrasing,

Benefits

listening, or validating residents’ inquiries.

With the Verint software, the region efficiently handles

Similar benefits and results have been seen across staff

400,000 calls, service requests, and citizen interactions annual-forecasting and scheduling as well. Prior to Verint, workforce

ly for six different departments, each with numerous divisions.

management was non-existent in the Service First Call Centre.

This includes more than 100 different case types, ranging

Staffing was done via a “best-guess approach” for call types

from transit, housing, roads, and public health to employment

and times of operation. Now, with Verint Workforce Manage-support, waste collection, and provincial offenses/tickets.

ment, the region has visibility into call volumes and historical

Residents now have many self-service options, which automate

data to optimize scheduling and call coverage.

simple requests so that staff can concentrate on more complex“We are constantly looking to enhance service options,interactions.

particularly through self-service, and Verint is a catalyst for
The Service First Call Centre has been able to ensure excep-

much of our simplification, modernization, and automation

tional support and call coverage despite call volume increas-efforts,” adds Markle. “We are working on an online process

ing by 147 percent since the start of its operations in 2013.

for residents to request general housing repairs and considering other online processes to further streamline requests and“When setting up our call center, we knew we wanted to have

expedite service delivery.”a way to keep in touch with residents, ensure optimal service
levels, and test scripts for our staff to ensure they had theWhereas users can sometimes be intimidated in learning how

proper information on hand,” explains Markle. “Verint Quality

to juggle different options for the best outcomes, the Verint

Management allowed us to easily monitor agent-resident

software is very user friendly, Markle concludes. “It is simple

phone interactions and, in turn, more effectively manage callfor our residents and our staff to use. It is an easy tool that

handling. From there, we were able to establish benchmarks

anyone can use to find the information they need. Further-for the team.”

more, I feel like I have an ally with Verint.”

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