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Verint Impact 360 Success Story: Navitor

Verint® Systems

Presented By: Verint® Systems


  • The Problem:

    Taylor Corporation is a holding company for a variety of business units, including Navitor, which provides customer service support for semi-custom printed materials, such as business cards, letterhead, envelopes, stamps, and engraved products. Headquartered in North Mankato , Minnesota , the company does business through third-party channels ranging from office supply chains to local print shops.

    Navitor is instrumental in fielding questions on products, processes, and order status. Its contact center used an outdated recording system and maintained a static schedule for its 238 agents.

    “Our contact center needed help to better service our customers," says Cory Gallagher , customer service department manager, Navitor. “Our recording system was antiquated and wasn’t capturing calls reliably, which caused us to use a significant amount of labor for quality monitoring our staff. When it came to making real-time adjustments to our schedules, we had little strategic control over service levels. For example, when our agents had to be pulled from the floor to receive training or attend weekly meetings, our customers suffered — and so did the remaining agents handling the call volume.”

  • Solution:

    Impressed with Impact 360 Workforce Optimization’s unified workforce management, quality monitoring, performance management, and eLearning functionality, Navitor chose the solution.

    With Impact 360, Navitor’s contact center has moved to flexible schedules that can be adjusted in real time, helping the center manage its service levels effectively while offering agents more scheduling options. Moreover, the company can reliably record and evaluate calls — including agent screen navigation — and use scorecards to provide consistent feedback to agents.

  • Result:
    • Improved service levels by nearly 10 percent
    • Decreased the time spent per quality monitoring session from 24 minutes to 10 minutes
    • Reduced cost per monitored call from $7.25 to $2.62

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