Designed to recognize workforce optimization professionals, the Verint Systems award profiles new approaches and associated results tied to how organizations approach customer-service operations that advance their businesses, personnel and the customer experiences they deliver, says Verint.
Verint says New York Life’s Tampa operations have made New York Life the leading direct marketer of life insurance in the United States, with about 2 million customers. With the exclusive endorsement of AARP to make life insurance and lifetime income products available to its millions of members, New York Life is the pre-eminent provider of life insurance products to the mature-age market. The business has been recognized consistently as an innovative workplace and a leading employer in the Tampa-St. Petersburg, Fla., area, Verint notes.
This year’s honor was presented to Gian Brackin, corporate VP for New York Life’s contact center operations. Brackin was recognized for her innovative approach to managing New York Life contact centers, resulting in measurable improvements in productivity, attendance, cost savings and customer satisfaction, says Verint. Brackin’s strong business acumen makes her not only a leader in understanding contact center operations, but also in recognizing the customer’s role across the organization, the company adds.
