As customer expectations continue to rise, housing associations face the challenge of delivering outstanding service while maintaining efficiency and employee engagement. For De Alliantie, the answer lies in bringing together people, processes, and technology.
Together with Harbers Group, De Alliantie is building a future-ready customer contact operation where employee empowerment, service quality, and customer satisfaction reinforce one another.
Delivering great service starts with engaged employees. To create more flexibility and improve workforce planning, De Alliantie implemented Verint Workforce Management (WFM) in partnership with Harbers Group.
By providing employees with real-time visibility into schedules, staffing levels, and planning opportunities, the organization has moved away from traditional scheduling practices toward a more flexible and transparent workforce management approach.
The impact goes beyond operational efficiency. Employees have greater control over their work schedules, creating a healthier work-life balance, stronger engagement, and a greater sense of ownership.
As a result, De Alliantie can respond more effectively to changing customer demands while creating a working environment in which employees can thrive.
Building on the success of Workforce Management, De Alliantie is further strengthening its customer service capabilities with Verint Agent Quality Management (AQM).
The solution provides valuable insights into customer interactions, service quality, and employee performance, helping teams identify opportunities for development and continuous improvement.
Rather than viewing quality monitoring as a control mechanism, De Alliantie uses quality management as a coaching and development tool. Employees receive meaningful feedback that helps them sharpen their skills, improve customer conversations, and enhance the overall customer experience.
At De Alliantie, technology is not the objective. It is an enabler.
By leveraging Verint solutions, employees are better equipped to handle customer interactions efficiently and effectively, allowing them to focus their attention where it matters most: helping tenants.
The combination of Workforce Management and Quality Management creates a strong foundation for operational excellence, consistent service delivery, and a customer experience that meets the expectations of today's tenants.
Through its partnership with Harbers Group, De Alliantie has taken important steps toward modernizing and professionalizing its customer contact organization.
By aligning people, processes, and technology, the organization has created a more agile operation that continuously adapts, improves, and prepares for future challenges.
The collaboration is driven by a pragmatic approach, with business goals and employee success taking priority over technology alone.
Customer contact continues to evolve rapidly. That is why De Alliantie remains committed to innovation, ongoing optimization, and employee development.
Together with Harbers Group, the organization continues to build an environment where employees can grow, processes become smarter, and tenants benefit from exceptional service at every touchpoint.
Whether your organization wants to improve workforce planning, increase employee engagement, or enhance service quality, Harbers Group helps organizations achieve better business outcomes through smart solutions for Workforce Management, Quality Management, and customer contact optimization.
Discover how your organization can create a more engaged workforce, deliver better customer experiences, and build a customer contact operation ready for the future.
