Verint Workforce Management

Improved Schedule Adherence

Improved Agent Productivity and Awareness

Increased Forecast Accuracy which improved staffing accuracy

Improved Service Goals

Forecasting Customer Needs

Definitely has improved productivity.

Made adherence metrics sky rocket

helps in making sure we have enough Advocates for phone coverage.

We've shifted our WFM analyst focus from remedial tasks to more complex and worthwhile work.

We are able to improve our service level goals because we can monitor them more closely and have better forecasting!

Cost saving on overtime spend

Cost saving on unplanned and unaccounted leave

Now being managed

Headcount savings

Reduce labor of manual coding

ROI for automating schedule updates

improved productivity

improved service goals

If full solution was deployed then very useful.

Purchased automation in PTO and shift bids, but these do not work currently

Reduced overhead expenses

Visualization into schedule gaps

Running forecast weeks out

Intraday for individual queues

improved availability

improved opportunity for connection w/ team members

We have more visibility. One of our key arching overall business objectives is service level for our customers. We really do not want our customers waiting for a long period of time and this software has given us the ability to really see hour by hour where our shortcomings are so that we can get the right amount of staff on the phone. And coupled with a work-from-home environment, our associates can jump on and off the phone throughout the day to balance out their business with their home life. They don't need to call out sick for the entire day. They can call out sick for a couple of hours, find some childcare for a sick child, and then come back and work a couple of hours later so it serves them and us at the same time

N/A

I'm sure it makes the workforce much more efficient in what they do. It's hard for us to quantify the impact though because our company has grown so fast over the last three or four years. So just as we hire, think we have a staff that knows what they're doing, we're hiring another a hundred people, we're hiring another a hundred people. And so it's a constant training and because Verint is a pretty comprehensive tool and it takes time for people to get experience with it and to fully utilize it. So that's part of what we struggle with is utilization of the entire product just because people are so new and that's what my team is supposed to do is get them to do that.

I guess before they were so reliant on Verint, they were kind of just looking at it from a bird's eye view and just saying based on our history, we need to have this many bodies here and this many bodies there. Whereas with Verint, what we've been able to do is we've been able to use the analytics built into it to put those people in the spots where they need to be. And then instead of spending all that money and having people work additional hours or come in early or stay late, we've been able to predict those things in advance and prevent those from happening. So definitely some cost savings there.

I'm not in that position to determine.

Improved SL

Data for reporting such as hours so that can be backed into a Staffing Model

Customized reports

Improved productivity

brought attention to Operations about DPA

Improved Productivity

Improved employee satisfaction with schedule flexibility

Yearly Maintenance cost removal of NICE

Long Term Planning

IVR Call Out integration

Quality management has helped us in improved quality overall.

Forecasting is a strength that has helped us maintain accurate staff levels without overspending.

Verint will help us reduce our abandons and wait times.

Verint allows us to have a more lean WFM staff.

reduced first response time from hours to minutes

incremented conversation responses volume with no additional cost

increased CSAT more than 10 percent after a year

greater call volume to scheduling accuracy

reduction in over/understaffing

less schedule errors

Staffing optimization - With the Verint tool, we have been able to optimize our workforce, reduce our staff and centralize our processes.

Employee Engagement - Our employees always know where their performance stands so they can take ownership in their performance.

We have implemented WFM in several areas of the company and have been able to improve those departments which have never had a tool to help in back office operations.