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Impact 360 Success Story: Knology

Verint® Systems

Presented By: Verint® Systems


  • The Problem:
    Increasing pressure from competitors has prompted many businesses to focus on customer service as a key differentiator. Knology (Nasdaq: KNOL), a leading provider of interactive communications and entertainment services in the southeast United States , is meeting this challenge head-on by using Impact 360 Workforce Optimization to help deliver quality customer service in a fiercely competitive market.

  • Solution:
    After a thorough operations review across all nine divisions, Knology selected Impact 360 Advanced Workforce Optimization to simplify scheduling, quality monitoring, and training within its contact center. The company made this decision after evaluating several vendors on a range of criteria, including solution capabilities, reputation, and cost.

  • Result:
    • Improved adherence to 94 percent across all contact center departments
    • Improved first call resolution by nearly 20 percent
    • Reduced headcount by 30 percent
    • Decreased call volume by 22 percent
    • Added 10,000 minutes of productivity (4 FTEs) to contact center per week
    • Decreased attrition by 55 percent
    • Increased answer rate by 27 percent
    • Increased revenue generation in the contact center by 50 percent in two years

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