Increase CX and Capacity with One Workforce
Leverage employees across functions to support customer demand.
What is One Workforce?
One Workforce™ enables the entire workforce to engage with customers in the right way, at the right time to increase capacity, flexibility, and agility. It is a unified approach to customer experience management, bringing together engagement channels, teams, and data that have all previously operated in silos.
One Workforce helps organizations do more with less while still providing a seamless experience customers demand on any channel.
The benefits of a One Workforce approach
A One Workforce approach can help organizations achieve their cost, CX and employee engagement goals.
- Reduce costs and increase capacity by leveraging talent across the organization to meet spikes in demand and recoup idle and downtime.
- Elevate CX by connecting customers faster with the employee who has the availability, skills, and knowledge to best address their needs, regardless of where they sit.
- Increase employee engagement by giving them the tools they need to be successful and creating opportunities to learn new skills and explore new career paths.
The impact of a One Workforce strategy
- 20%
reduction in call handling times
- 10%
reduction in absenteeism
- 30%
reduction in agent turnover
- 40%
of renewals self-serve
- 41
point increase in NPS
What it takes to create One Workforce
To implement a One Workforce framework, you need five key capabilities.
- A unified platform for accessing ALL customer interaction and workforce performance data
- Accurate and comprehensive capacity and hiring plans so you know how many resources, with what skills, you need to meet demand across channels and functions.
- A robust knowledge management repository that presents contextual, relevant information to the employee, and enables easy, intuitive search.
- Ability to provide in-the-moment coaching so employees in different functions are guided through interactions that they may not handle on a day-to-day basis.
- A standardized framework for monitoring, measuring and improving quality and employee performance.
By connecting as One Workforce, businesses can quickly identify opportunities to drive process efficiencies and elevate CX. A One Workforce approach makes data visible across the enterprise to analyze customer journeys and take corrective action where needed.
Verint One Workforce solutions
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Unified Platform, AI and Analytics
Verint Open Platform increases CX automation while lowering costs. Because Verint Platform is open in every dimension, Verint customers have choice, flexibility and can future-proof their contact center investments.
The Verint Platform unifies key functions—customer interaction, feedback, and workforce performance data—into one responsive ecosystem. Teams no longer juggle multiple tools but instead leverage integrated AI insights to anticipate customer needs.
Learn More About Verint PlatformVerint Da Vinci AI and Analytics activate insights and automate experiences across your business. Verint Da Vinci elevates AI across the Verint Platform into insights and actions.
By connecting as One Workforce, businesses make their analytical tools more capable of identifying opportunities to drive process efficiencies and elevate the customer experience. A One Workforce approach makes data visible across the enterprise to analyze customer journeys and take corrective action where needed.
Learn More About Verint Da Vinci AI and Analytics -
Hiring, Forecasting, and Scheduling
Your employees demand flexibility to balance their work responsibilities, busy lives, and family lives. Verint Forecasting and Scheduling enables the ability to forecast demand across channels and build comprehensive capacity and hiring plans. A One Workforce approach allows scheduling of all the resources – humans and bots – across all channels where needed, regardless of location, function, or channel.
What if you could predict which candidates would be successful and onboard them quickly? Verint Intelligent Interviewing drives automated candidate screening to speed up the hiring process. However, a One Workforce approach goes beyond the traditional workforce management goal of having the right people in the right place at the right time. It gives you the ability to have the right people with the right characteristics available at the right time and right place.
Learn About Forecasting and Scheduling -
Channel Automation and Knowledge
Verint Channel Automation brings together WhatsApp, Facebook Messenger, Twitter DM, Email, and Chat in a single-pane agent experience to help deliver omnichannel customer experiences. Intelligent automation can be deployed across every channel to handle common customer inquiries and reduce your support costs.
Verint Knowledge Management provides businesses with consistent information, that makes any employee the right employee, regardless of where they sit. Knowledge Management means expertise is no longer kept siloed away, and empowers the quality of employee performance, behavioral compliance, and the customer experience across all communication channels.
Learn About Channel Automation -
Quality and Compliance
Every customer interaction is a direct reflection of your organization and brand. Therefore, ensuring every interaction is of the highest quality and consistency, is essential to success.
Verint Quality Management Software and Compliance Solutions measure employee performance, behavioral compliance, and the customer experience across all communication channels – voice and digital – and drives automated coaching and actionable insights to improve employee engagement and the overall business. A One Workforce approach makes it easier to design a comprehensive Quality and Compliance program across all work performed by human and bots.
Learn More
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“There's always too much work and only a finite number of resources to do that work. We like to keep our workforce very flexible. We are able to take spare capacity in the branches and utilize it for contact center capabilities.”
“We utilize the free time with people from our branches. We taught them how to take calls. They're now taking anywhere from 5% to 10% of our daily call volume. And we have a plan where they can join the contact center team, which gives them a career path.”
“We've been able to cross-train our loan officers to assist with contact center workload. They (loan officers) have been able to make better connections with our members. We've seen that this (one workforce approach) has really improved our customer satisfaction.”
“The quality tool has been really seamless, even for our work-from-home agents. We're able to see everything that the agent is doing and then, when used with the coaching tool, we're able to attach that call so the supervisor can do the coaching themselves. It's very, very useful.”
Learn more from industry leaders
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Shift to One Workforce
With One Workforce businesses no longer need to organize their workforce by channels that create organizational silos, pockets of inefficiency, and limits the ability to create customer journey flexibility.
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