Forrester Consulting’s The Total Economic Impact™ of Verint study, commissioned by Verint, found that by using WFM customers were able to automate schedule management, improve employee productivity and reduce shrinkage. Performance Management enabled them to automate scorecards and contact center reporting.
“We’ve been able to do a much better job of forecasting and have moved adherence to schedules from 60% to 70% up to 93%.” – Assistant Workforce Manager, Financial Services
Your contact center agents are the face of your organization. Today’s agents demand flexible schedules, meaningful work, and straightforward telework. You will lose talented agents if you cannot accommodate these needs. The time to act is now. Workforce management solutions deliver the tools you need for your agents to thrive and enjoy greater satisfaction from the work they do. Improve productivity, boost employee performance and as a result, achieve business goals. Read 5 Ways to Reimagine WFM to learn more.
We’ve reimagined how to make Workforce Management software easy to use in an increasingly complex environment. You can trust that the right people are scheduled at the right time and maintain the focus on the needs of the customers.
We’ve removed the complexity without removing the features you depend on. Our modern, cloud-based interface is optimized to make common tasks easy. We understand the importance of making an interface that is familiar and intuitive. Our seamless interface supports all the capabilities you need while delivering an enhanced experience. Are you ready for streamlined visualizations that allow workforce managers to see all they need without toggling screens?
With workforce management solutions from Verint, you can have flexibility, ease, and empowerment without sacrificing customer experience or operational efficiency.
Generate increased productivity and satisfaction by employing workforce management tools built to simplify WFM and improve the employee and customer experience.
Iconic brands know the importance of innovative workforce management solutions. Countless such brands depend on Verint WFM Solutions to improve their CX and reduce costs across the enterprise. Our customers trust us to help them optimize their workforce and improve employee engagement using our effective workforce management system.
We get it. Life is more complicated than ever. Now, employees demand more flexibility to balance their busy lives with their work responsibilities.
Our Workforce Management software includes mobile apps for agents and supervisors. Within these, employees can manage their schedules while on the go. Agents are empowered to quickly make schedule adjustments from their devices with automated approval rules. Verint Workforce Management includes:
With Verint Workforce Management Scorecards you’ll gain insight into what employees are doing, how effectively they’re performing, and where they need to sharpen their skills, with capabilities such as:
Did you know that in the average company, you’ll find more employees in the back office than in the contact center? If you aren’t currently using workforce management software in your back office and branch network, you have a huge blind spot when it comes to efficiently managing your workforce.
Verint offers purpose-built workforce management functionality for back-office operations and branches, including:
Activity-Based Scheduling – Scheduling in the back office focuses resources on specific production activities for blocks of time that align with work arrivals, volumes and deadlines. Our workforce management tool enables smarter scheduling.
Backlog and Ageing – A WFM system must account for volume and age of work in the backlog to prioritize how resources spend their time. Let a workforce management system efficiently keep track of this information for you.
Robust Labor Modeling and Position Planning – Retail bank branches and distributed service centers must factor in many role types, regional float pools, and roaming specialists who cover multiple locations. Workforce management solutions can handle all of these factors to ensure you plan accurately with all variables in mind.
With the cloud-based Verint Workforce Management, you enjoy a more secure, powerful, and reliable experience. Advantages of our cloud offerings include:
Verint’s workforce management solutions deliver the same capabilities for cloud and on-premises. Our open, API-first architecture works with any ACD you choose. That means you never have to settle for feature limitations.
Workforce management, also known as WFM, is an integrated set of tools and processes meant to optimize employee productivity by matching an organization’s labor force with its workload.
Workforce management solutions are software programs that allow organizations to plan, manage, and track employee work. Workforce management solutions are sometimes standalone software, while other times they integrate with existing HR management platforms. Employee schedules, preferences, paid time off, and labor needs are taken into consideration to ensure effective planning. Data is collected and used to continuously improve processes and outcomes.
Workforce management is important because it ensures optimal use of employee time, promotes effective staffing, and delivers the tools necessary for efficient business operations. Organizations can increase productivity and profitability with the right workforce management software.