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Understanding and better management of your employees’ skill sets and workloads can improve both operational efficiency and customer satisfaction.

Nationale-Nederlanden (NN) is the largest insurer in the Netherlands, supporting over 6 million customers.

Historically, their back office was made up of small teams each with specialist knowledge. They didn’t have a holistic view of workload and competencies across each team which made them vulnerable during busy periods.

The business understood it needed better management in the planning and control of lead times. It needed to execute a fair division of labour and work schedules based on skill sets and availability.

In this webinar, NN Change Manager, Xander van der Poel will walk you through the key objectives of this change process and the positive impact it has had on the back office.

He we will discuss the approach, communication, motivation and acquired insights for a successful implementation and how, thanks to Verint’s Work Manager solution, NN has seen:

• A 20% increase in operational efficiency (50% to 70%)
• A reduction in handling times of customer enquiries
• Work distributed fairly and optimally throughout all teams

“Do we provide good service and is it as good as we think?” Just one of the questions Nicholas Huth Skjoldborg Reim and the team from Forca tried to answer via reporting, call logging, meetings and surveys prior to the adoption of Speech Analytics.

Forca, the renowned pension service company for multiple Danish Life and Pension providers, serves over 600.000+ members. Join Nicholas, Head of Digital Business Development at Forca, and discover their exciting journey, taking Speech Analytics right to the core of the CX strategy.

“The better you are at looking at data, the more you’re aware of your blind spots” explains Nicholas when looking back at the period before Speech Analytics. “We realised we had a huge blind spot on our primary form of contact, the 100.000+ conversations with our members every year. Now we have a structured approach to our data quality and quantity and Speech Analytics has given us a huge potential to grow our business in many ways”.

Discover how Speech Analytics has improved the member experience significantly, elevated the business and how next steps such as Real Time Agent Assist will provide live guidance to service agents while handling a call.

Customer service is altijd volop in ontwikkeling en continu aan technologische verandering onderhevig. Door deze ontwikkelingen ontstaat er een hybride workforce van mensen en bots.

Een nieuwe generatie – digitaal onderlegde – medewerkers dient zich aan en vraagt om moderne tools die hen helpt om regie over hun werk/privé balans te voeren. Meer flexibiliteit en autonomie is van cruciaal belang voor deze generatie zodat zij werkzaamheden flexibel kan uitvoeren vanuit welke locatie, via welk kanaal en op welk moment dan ook.

Om de service richting de klant van Eneco te verbeteren en tegemoet te komen aan de veranderde flexibiliteit vraagstukken, werkte Eneco in co-creatie met meerdere outsource partners zoals Uitblinqers en technologiepartner Verint samen. Doel van de samenwerking is om de wensen van de medewerkers en de wensen van de klant van Eneco op een duurzame manier bij elkaar te brengen.

Eneco is zo in staat om een vernieuwd WFM-model optimaal te laten renderen met een moderne Workforce Management-benadering, waarbij Verint WFM hét bindmiddel is tussen de behoefte van zowel de medewerkers van Uitblinqers, als de klant van Eneco.“Met onze contactcenter partner Uitblinqers verwelkomen we steeds meer HBO en WO opgeleide medewerkers op onze Customer Care, die weer een nieuwe succesvolle dimensie geven aan onze dienstverlening”, zegt Sander Kuijer, Manager WFM & Outsourcing bij Eneco.