Verint Workforce Management

Not sure

Unsure of the behind-the-scenes here - in Aspect we did not have projected staffing performance, so something is better than nothing when it comes to something like that. On the surface, the forecast system looks good and will be something we potentially look in 2024 and into 2025 as far as future planning

We have not used the forecasting functions due to the unique nature of our business. Forecasting must be done in the queue level with unique arrival patterns. Historical data doesnt present enough information, especially over a volatile time in Covid, to appropriately predict. More control outside of the system is also a reason.

Since training and implementing the Verint Monet tool, our forecasting accuracy has increased immensely. I have an accuracy goal of at least 90% or higher each month and have maintained or exceeded that goal continuously. It has also enabled us the ability to go back and look at historical data and call volumes and be able to predict when we need to start increasing our headcount for our seasonally charged business.

I'm not sure how to answer this but on a general level the WFM team has been able to pivot and adjust accordingly during those high & lows of each season for us. Using past historical data they've been able to use the WFM Forecasting & Scheduling to help with solving the business' need.

Forecasting is easy with this program! It gives suggestions and also lets you use your own judgement on forecasting ideas. The graphical views make it so easy to spot trends or when we need to adjust schedules. Adding new advocates into the program is seamless. There are a few different ways to enter information in Verint Workforce Management, that makes is so I can find what works for me and run with it.

The forecasting accuracy has helped us immensely in that we can make sure we have the right people in the right place at the right time. We monitor this closely and make sure that we are within a small range of accuracy. We are able to make adjustments if necessary and unexpected fluctuations occur.

The software has options for forecasting and accuracy but can improve by changing some base configs.

Seems to works well on larger queues, not so well on small lines of business. We often have reverted to excel for forecasting to account for growth/decline or seasonal trends.

Its allowed us to properly account for the necessary staffing to meet the workload

Na

Since we have various locations that are unique in customer base as well as customer needs, Verint was able to help distinguish these areas for us and focus on staffing based on those needs

The forecasts produced have aided in finding time to schedule meetings, trainings, and time off.

This helps us to know when each employee is working, to ensure that our customers have an available representative to get the support they need throughout the day.

I would have to say we've been able to utilize the tool to help us identify where our shrinkage is. Previously, we knew how much shrinkage we had on a daily basis overall, but not hour by hour. And so this has given us the visibility to know that we're having a higher shrinkage at a certain two-hour block of time during the day. So we've been able to overstaff in that area to account for the call-out shrinkage that we might have. That's a great point. Yes, it was very helpful.

N/A

The biggest thing that you get from variance is when they're working with multiple channels. So voice chat, email, and when you have a fairly large size organization, you have agents that do all of these skills or have all these skills and to be able to best allocate those variances does a really good job of doing that. So our forecasting on multi-channel, it's top-notch.

Well, they actually have had a huge impact. We've actually seen improvements in a lot of our lines of business where we've been able to say, instead of traditionally going this route, we could do some flexibility. And based on what we see with Barrett, we could do this and we could still be okay. We don't have to overburden this agent population with coming in all these crazy hours. We just put them in this place that we need them.

My boss is the one that does that.

yes

Though at times getting data into Verint overall with dealing with small phones it has ben great using the forecast tool and learning way to improve our projections to the business

We have seen a dramatic improvement in our forecast accuracy with Verint Workforce management.

We need DaVinci forecasting or intelligent forecasting but we are not in the cloud

We are able to accurately create a forecasts that lead to accurate staff levels during multiple seasons. Forecasting is key to our ability to serve customers well via telephone, chat, email,etc. The impact of quality forecasting is a critical part of our operations and success for our customers and our employees.

The forecasting and scheduling makes it easy to make real-time intraday pivots and allows us to reforecast intraday.