Vision Care Recognized for World-Class Customer Service
USA- Vision Care team make visible customer service impact
Verint(R) Systems have announced that VSP(R) Vision Care has
been named its 2010 "Innovator of the Year." The honor, designed
to recognize workforce optimization (WFO) professionals, focuses
on new approaches to today's customer service operations, and
programs and initiatives that advance the customer experience.
Presented with the award during the 14th Annual Verint Witness
Actionable Solutions(R) Driving Innovation(TM) user conference
in May was Dan Salter, director of customer care operations at
VSP Vision Care.
Salter was recognized for both his leadership and his team's
role in leveraging WFO in support of the organization's focus on
culture, innovation and world-class customer service and for
achieving results that have yielded some $3 million in savings
for the company in the first year alone.
VSP Peak Service is the the organization's focused approach to
delivering world-class customer service to its more than 55
million members and over 26,000 doctors. VSP has continued to
advance its operations.
It was through its "One Voice" focus on technology that VSP first began using Verint's Impact 360(R) Workforce Optimization software as an enabling solution to help foster a performance culture grounded in four key areas: systems, service, value and people, the latter for which the company has been cited as one of Fortune magazine's "100 Best Places to Work."
During the same time, the VSP Customer Case division launched
"Be the Best," a program designed to provide a full review of
customer care processes, procedures, human resource management
and technology.
Laura Costa, Chief Operating Officer, VSP Vision Care siad:
"Delivering world class service to our members and doctor
network are vital to VSP's success and core to our culture.
Innovation, teamwork and customer-centric thinking are why Dan
Salter, his team and our full customer service operation are
making such a visible impact."
"This recognition is a great honor and reinforces the investment
and commitment that has gone into our VSP Peak Service approach
to the customer experience. With workforce optimization and
speech/data analytics, we're able to think about our business in
new ways. Beyond savings, this approach is yielding impressive
results through increased customer satisfaction, deeper insight
into customer service representative efficiency and
productivity, and enhanced coaching, training and performance."
VSP leverages Verint's next-generation Impact 360 Workforce
Optimization suite. As it implemented the solution the
organization worked closely with Verint to review the policies,
processes and procedures in its contact centers.
It also worked with Verint's Business Enablement Program to
align organizational, customer and agent objectives, which in
turn have enabled VSP to put the technology into use more
effectively.
Since implementing Impact 360, VSP has improved its contact
center handle times, customer service representative (CSR)
availability and shift scheduling -- efficiencies that have
resulted in multi-million dollar savings in year one alone.
VSP also has experienced gains in the way of reduced workforce management administration, enabling it to leverage flexible scheduling for better efficiency. Further, the organization is tracking CSR efficiency and productivity, enabling it to better manage its workforce, while delivering a world-class customer experience with VSP Peak Service." Info: Verint Systems / Business Wire
