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Npower Leverages Impact 360 Software from Verint

Verint Systems today announced that npower–one of the UK’s largest energy suppliers and the retail arm of RWE npower is leveraging its next-generation Impact 360 Workforce Management solution, in addition to Impact 360 Quality Monitoring and Impact 360 Recording. 

The workforce management software, from Verint Witness Actionable Solutions, enables npower to schedule agents at its customer call center in Peterlee in North East England.  With workforce management, npower is effectively handling increased demand for customer contact services from its expanding customer base.

The software complements npower’s use of Verint's call recording and quality monitoring solutions, which is utilized in 12 of the company’s contact center sites across the U.K.  Leveraging Verint technology further reinforces and builds on npower’s existing workforce management capabilities in its Hull and Stoke contact centers in the U.K.  The Impact 360 Workforce Management solution is being strategically used across three of npower’s sites and among 2,600 of its agent seats.

Impact 360 Workforce Management supports npower in further enhancing its customer contact center management, helping ensure it has the right number of advisers in place with the right balance of skills to answer customer queries as quickly and efficiently as possible.  Part of the Impact 360 Workforce Optimization suite, it automates the process of forecasting the number of contact center advisers, while producing optimal schedules. 

The solution also includes unified and advanced adherence, time off management, and strategic planning capabilities, along with advanced scorecards and eLearning functionality that provides lesson management and the ability for npower to create custom, best practice learning clips from its customer interaction recordings. 

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