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WFM - Learning the ropes
December 09, 2022

WFM - Learning the ropes

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

WFM is used to build schedules for our associates, manage workflow, monitor break and lunch schedules,
forecasting, and ultimately provides an “at a glance” overview of associates current or daily activities. This allows MSC to make the best decisions depending on staffing and workflow to support our customers. Some of the bigger issues WFM helps us manage is staffing. We can quickly see who is taking an extended lunch or break or unavailable for work. It
allows us to stay in tune with the associates and strategically make changes as needed so we can meet service level and goals.
  • Automatic break and lunch schedules
  • Ease of adjusting schedules
  • Great time management tool
  • Time-outs or lagging occurs - isn't clear if it is connection or software
  • 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.
None

Do you think Verint Workforce Management delivers good value for the price?

Yes

Are you happy with Verint Workforce Management's feature set?

Yes

Did Verint Workforce Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Verint Workforce Management go as expected?

I wasn't involved with the implementation phase

Would you buy Verint Workforce Management again?

Yes

Yes. A great example is break and lunch
scheduling to accommodate customers and workflow throughout the day.
Haven’t used the mobile app
yet.
One well suited area for WFM is scheduling. Once an associate's schedule is calculated or set, it is easy to see and manage if needed, but ultimately provides off hand assistance managing day to day workflow and activities such as training, meetings, or time off. The layout, display, and color coordinated scheduling offers an easy way to track associates. Discrepancies easily stand out and can be addressed and updated immediately.