In business since 1945, moving equipment and storage rental giant U-Haul needed to simplify its contact centre operations. Conducting one million transactions a month and handling 25 million calls annually for 12 lines of business, its contact centre is critical to keeping its customers and business operators moving forward to support the company’s growth.
Between 2010 and 2020, U-Haul’s contact centre workforce grew more than six-fold – from 400 to 2,500 agents. As a result, U-Haul wanted to simplify the day-to-day operations in its contact centre to become more efficient and save money via operational efficiencies.
By choosing Verint Workforce Management, the company has eliminated thousands of people-hours of work annually, supported contact centre growth along with agents’ needs for schedule flexibility and work-life balance, and reduced costs and improved productivity through modernisation and automation.
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