Workforce Management: Can You Afford to Wait?
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. Read 5 Ways to Reimagine WFM to learn more.
U-Haul’s WFM Success Story
U-Haul International moved employees to home offices with more than 2,500 agents handling 25 million calls annually. Find out how this progressive Verint customer successfully moved their agents to home long before the pandemic with outstanding results, including greater agent flexibility, better forecasting and scheduling, and improved responsiveness to spikes in call volume.
It’s Time to Reimagine Workforce Management.
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. Streamlined visualizations allow workforce managers to see all they need without toggling screens.
Verint makes workforce management easy:
- Fewer clicks to make a schedule
- Full-featured cloud deployment
- More flex scheduling options
- Simpler way to manage work across the enterprise
- A single schedule across locations, channels, and telework
With Verint, you can have flexibility, ease, and empowerment without sacrificing customer experience or operational efficiency.
Workforce Management Software Provides Flexibility to Today’s Employees
We get it. Life is more complicated than ever. That’s why you need a workforce management system that provides the flexibility your employees demand to balance their work responsibilities with the rest of their busy lives. Verint Workforce Management includes mobile apps for both agents and supervisors. With these apps, your employees can easily manage their schedule on the go. Automated approval rules empower agents to quickly make schedule adjustments from their mobile devices without affecting your service levels.
Verint Workforce Management includes the following capabilities for today’s employees:
- Flex Time Off Requests – Request time off and make-up time in a single request.
- Task Switching – Schedule an agent for time in different channels in a single shift.
- Shift Swaps – Allow employees with schedule conflicts to trade shifts with a coworker.
Workforce Management Across the Enterprise
Did you know that the average company’s back office has far more employees than its 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.
Backlog and Ageing – A WFM system must account for volume and age of work in the backlog to prioritize how resources spend their time.
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.
Cloud Workforce Management without Compromise
With Verint Workforce Management in the cloud, you enjoy a more secure, reliable and powerful experience. Advantages include:
- Experience new releases without upgrade expenses or hassle
- Add more users or enable new features quickly
- Reduce the financial and technical burden on your IT organization
- Strengthen security, performance and reliability
- Leverage market-leading high availability platform
We 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 when moving to the cloud.