Likelihood to Recommend Transition to LASSO Crew was a real bear, but once we had all the pieces and parts in place and staff new how to use it, it solved the majority of our staffing headaches. We work on events across NYC and often have several events going on at the same time. Prior to LASSO Crew it was not uncommon for a supervisor to show up to a call with only a limited understanding of who was booked on the job, or for an employee to not be sure who or where they needed to report to that day. LASSO Crew-facing app and supervisor-facing website have entirely eliminated these headaches. Our staffing process is more streamlined than before, our rates and scheduling more transparent. Once you get past the initial hurdles of crew/team buy-in and implementation, the upsides are enormous.
Read full review Verint WFM enables employees to have a predictable schedule that they can control the changes they need to make (creating flexibility and amazing employee engagement). Verint is a nice one-stop shop for all data and metrics with the scorecards, too
Read full review Pros Forecasting. We are regularly 97% - 99% accurate on our forecasts. Performance Management - Verint does an excellent job allowing the business to create custom KPIs and the ability to track employee's performance. Measuring Back Office workload and Performance - We use DPA with WFM to track administrative tasks and total workload to allow us to create an accurate staffing model. Read full review Cons Some of the page layouts are clunky, especially the crew list page LASSO Crew has a calendar feed that can link to gcal, iCal, etc but it’s very limited and doesn’t reliably update the calendar when the schedule changes. I would like it to push automated clock-in/clock out alerts to my team. I can set these up manually by scheduling messages but it is a very cumbersome process. Read full review Ability to properly optimize events, classes, coachings, etc for Outbound specific groups. Having Verint forecast lists for queues after adding historical weeks in. Removing someone from a class that has moved to another organization and is no longer visible within mine. No limit on the number of pauses. This is causing a major issue at my company around adherence and a lot of unnecessary time for my team to go in and add exceptions in order to have their adherence look correct. When submitting a coaching request in the module, give the submitter the ability to select all of their employees but also select only one employee per session. This is the biggest complaint among the staff about using the Coaching Module. They don't like that they have to submit multiple requests for One-on-Ones for each employee and would prefer to submit one request and have it communicated to Verint Workforce Management that there should only be one person in each session. Sorting by shift event time is no longer an option in the Calendar screen. I preferred the Calendar screen when I was able to view all employees at once, and now it is limited to 50 per page. Read full review Likelihood to Renew While there are certainly a few things I'd like to see improvement on, we have no intention of leaving LASSO Crew anytime soon.
Read full review Whilst Verint Workforce Management is doing much of the work we were hoping it would do, there are some limitations that cause hesitancy when deciding if it is the tool for the future. No further exploration has taken place to seek alternatives to date. It is good for the Contact element of our business but not for the rest of the business, meaning we have to use two planning tools currently.
Read full review Usability The app is perfectly useable, if a bit limited in its functionality. The website, which functions as the "back end" of the app, takes awhile to learn. I carve out at least an hour of training on it for every new supervisor and fully expect to spend the first several weeks they use it to send them little reminders about how and when to do things. I have a few (older) supervisors who just out-and-out refuse to engage with LASSO Crew, but I think that has more to do with their aversion to change than it does the overall usability of the website.
Read full review For a smaller sized contact center who was previously using excel spreadsheets I feel we have had as of a transition into the program as one could expect. Not only did we go live with a cloud based WFM tool but we also launched a new CRM and telephony system on the same day so it was a lot for our contact center to take in but it has been done with ease
Read full review Support Rating LASSO Crew takes customer support very seriously. My dedicated account rep responds to any issues directly, usually within one business day. When a crew member has an in-app problem they can't resolve the technical support team responds very quickly to any issue, usually with clear instructions about how to resolve the issue.
Read full review Verint Support is exceptional. I've never had an issue where the Verint Support analyst was lacking knowledge, didn't take the issue seriously, or not tried working with us to fix our quirky setups. Realizing that each business is different, has different needs, and there isn't a cookie-cutter solution for everyone ... Verint Support always continues to shine for us and help us out when needed.
Read full review In-Person Training Training was covered in full day sessions that went very fast with no way of recording the information for later review. This made it hard to capture & retain all the details of information.
Read full review Online Training Training is more broad on specific use cases. It would be good to have training based on our current situations as we deal with so many unique setups & client needs.
Read full review Implementation Rating The team helping us did a great job training our WFM leaders on how to use the tool from forecasting, to schedule updates to maintenance. They allowed us to be involved in implementation but also did a lot of the initial heavy lifting allowing us to stay focussed on the tasks at hand. It was a great experience and one I would hope occurs again should we ever need to implement a new tool again.
Read full review Alternatives Considered We explored using IntelliEvent for crew management but their platform just wasn't as robust and they didn't seem to have timekeeping and payroll partners in place to support the back end. Other than that, I haven't found another platform or software that does what LASSO Crew does, it was built for the event industry, by the event industry, and that focus on audience really shows through.
Read full review Another product we use is
Intradiem . I don't use it that much and we also use Genesys Decisions, but I feel like Genesys Decisions is completely different from Vernint in itself and there's no comparison for what we use it for because we use it more for forecasting, like scheduling events for our customer service reps to be available at certain on peak and off-peak hours to make sure we have the right staff. And I don't really use it, so we have 10 engineers and we all do different products and I don't use
Intradiem that much, so I wouldn't be able to say all good.
Read full review Return on Investment We've had some complaints from crew members that the communications they receive through the LASSO Crew system feel less personal than when we used to handle everything through direct emails and text messages. LASSO Crew branding is super prominent on every communication we send from the platform, I wish they would center the client/employer a bit more and not make the LASSO Crew logo and color scheme the most identifiable thing on the page/email/message. Read full review We were then able to recognize trends and patterns Once trends and productivity issues were addressed, we could then manage workflow and day to day activities such as training and meetings - ultimately optimizing time, forecasting, and staffing expectations. Meeting service level goals is now manageable in most cases, allowing improvement across the board. Read full review ScreenShots Verint Workforce Management Screenshots