Woolworths Limited has implemented the Impact 360 Workforce Optimisation software suite by Verint Systems, in its Everyday Money customer service centre.
Woolworths deployed the software in its Sydney-based customer service centre, to gain greater insight into centre’s processes.
The Impact 360 Workforce Optimisation suite can capture and evaluate caller and agent interactions, and analyse uptake and decline factors associated with product offerings and services.
Woolworths Everyday Money head Dhun Karai said the software’s features provide Woolworths with the ability to extract information from customer interactions, maximise workforce performance and improve customer service operations.
“All of these elements are critical to the success of our new Everyday Money offering,” Karai said.
Encryption of recorded customer interactions is another feature of the software tailored for retail businesses.
The monitoring software together with workforce management as is part of a unified solution that allows Woolworths to manage its staff and ensure caller demand is met.
In addition, scorecards enable employee performance tracking, while e-learning features support staff development.