Stanley Black & Decker Outdoor Modernizes Its Contact Center with Verint WFM in the Cloud

Stanley Black & Decker Outdoor (formerly MTD Products, Inc.) is a worldwide leader in the design and manufacture of outdoor power equipment. Through its facilities in North America, Europe, Asia, and Australia, the company produces quality mowers, snow throwers, utility vehicles, trimmers, tillers, and more for both residential and commercial markets.

As the only outdoor power equipment company with its own contact center, the company believes it has a significant competitive advantage in delivering the best customer experience—key to growing its global lawn and garden market share.

With a focus on key metrics such as schedule adherence and operational efficiency, the company implemented Verint Workforce Management Professional, part of Verint Platform, to optimize its workforce resources through modern and automated forecasting, scheduling, agent communication and adherence. With the best-of-breed Verint Open CCaaS solution, the organization has improved schedule adherence by 15%, increased contact center capacity by 20% without adding headcount, and broadened the skill sets of 80% of its agents from targeted cross-training efforts.

Read the customer case study.