Holland America Line Improves Customer Engagement with Verint

Holland America Line uses a range of Verint solutions to enhance the experience of its customers and employees alike. With Verint analytics technology, it gauges process effectiveness and how well staff handle interactions to ensure customers and employees enjoy smoother experiences.

Holland America Line analyzes calls about customer experiences on the company website, identifying improvement areas that in turn yield faster, more effective customer self-service and significant cost reductions.

Verint Workforce Engagement™ tools—including workforce management, quality management and performance management with custom KPI scorecards—support the work-at-home model for its Seattle contact center.

This makes it possible for the company to motivate, manage and interact with employees just as if they are working on site. Overall cost savings are matched by other benefits, such as a happier workforce that delivers positive experiences for customers.

To see other examples of great customer experiences (CX), check out these Verint success stories:

For more information on Verint Workforce Engagement solutions can drive your customer experience strategy to new heights: