Verint Workforce Engagement
Helps Commerce Bank
Successfully Navigate
Contact Center Disruption

Customer
Success Story

Solutions
Verint® Workforce Engagement™
– Verint Enterprise Recording™
– Verint Quality Management™

-– Verint Workforce Management™

Opportunity
Over the past 30 years, Commerce Bank’s contact center has grown from15 to 130 associates handling calls enterprise-wide on topics ranging from online
banking to auto loans to a wide range of other offerings. The contact centernormally handles call volumes on the order of 190,000 calls a month.

Industry
Banking

Call volumes soared even higher beginning in April 2020 as Commerce Bank
shuttered many of its branch locations due to the COVID-19 pandemic, andas associates worked diligently — from home — to answer customer questions
about government stimulus checks, the Small Business Administration’s Paycheck
Protection Program (PPP), and other COVID-19 economic aid programs.

Region
North America

Solution
Commerce Bank uses an integrated suite of Verint® Workforce Engagement™
solutions within its contact center, including Verint Enterprise Recording™,
Verint Quality Management™, and Verint Workforce Management™, all part ofthe Verint Customer Engagement Cloud Platform, to elevate both the employeeand customer experience.
As its business and contact center have grown, Commerce Bank has put in placea holistic technology-enabled approach comprised of recruiting, onboarding,training, coaching, and quality assurance. The end goal is to help associates
be the best they can be from the start and every day thereafter.
This is done by leveraging Verint Workforce Management to plan,
forecast, and optimally schedule employees to match workload
demands; with Verint Quality Management to optimize cost, quality,and service; and with Verint Coaching™, which is part of Verint Quality
Management, to tie coaching together with scorecards and training toelevate associate performance.
“We’ve been using the Verint offering for more than 20 years,
and they’ve always been there for us,” says Gary Haworth, manager
of contact center, workforce management, quality and training at
Commerce Bank. “It’s always been a great partnership.”Results• Optimized resources while
supporting growth, enabling
the contact center tohandle a growing volume of
190,000+ calls per month.
• Reduced cost per callwhile optimizing customer
service, resulting in a
7% improvement incustomer satisfaction.
• Boosted quality, schedule
adherence, and firstcall resolution.
• Supported resiliency andflexibility to ensure positive
outcomes in customer
and associate experiencein the wake of COVID-19
pandemic disruption.

Customer experience is our number one driver and it’s why
we’re in business. With each update Verint gives us, I feel likethere’s more technology to help us improve both our customer
and associate experience.
– Gary Haworth, Manager of Contact Center, Workforce Management, Quality and Training, Commerce Bank

Benefits
Throughout the years, the Verint software has helped
Commerce Bank boost its contact center metrics acrossthe board, including quality, schedule adherence, andfirst call resolution. In addition, the bank has reduced
cost per call while optimizing the service it delivers tocustomers, resulting in a seven percent improvementin customer satisfaction.
While many organizations struggled to maintain highlevels of performance in the wake of the COVID-19
pandemic, Commerce Bank saw an uptick in customer
satisfaction. “Many of our customers didn’t fully realize
everything we had to offer until the pandemic hit,”
explains Haworth, who notes the bank was able toalleviate financial stress and strain and build greater
loyalty with its customers by assisting with a wide varietyof banking products and services.

Furthermore, the bank began leveraging the robust
capabilities of the Verint Workforce Engagement suite
alongside Microsoft Teams to function in the new
virtual work environment more effectively and to aid
branch associates assigned to support higher contact
center call volume. At the same time, expanded use of
Verint Coaching enabled supervisors to schedule remotecoaching sessions with associates and keep notes all in
one place to feed into the company’s Workday humancapital management system.
“Customer experience is our number one driver andit’s why we’re in business,” Haworth concludes. “Witheach update Verint gives us, I feel like there’s more
technology to help us improve both our customer andassociate experience.”

Commerce Bank has also worked hard to support
its associates. From the start of the pandemic, thebank experienced the benefits of Verint Workforce
Management in supporting resiliency as contact center
associates transitioned to work from home and theneed arose to provide greater scheduling flexibility.

Learn more aboutVerint Customer Engagement Solutionsat www.verint.com/engagement

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