Forecasting and Scheduling

Accurate forecasting and scheduling help ensure you have the right resources, with the right skills, at the right time to meet customer demand while lowering costs.

With Verint Workforce Management, you can schedule employees across all channels, matching each worker with the channel or channels that suit their skills and availability for a specific timeframe. The solution gives you the flexibility to balance work between humans and bots, and share resources across departments to more cost-effectively meet peaks and valleys in demand across your organization.

The contact center is plagued with high employee attrition – from an industry average of 32 percent to as high as 60 percent. You can reduce attrition and hire the best agents with AI-powered solutions that give employees self-service capabilities for scheduling and enable you to evaluate candidates based on your highest performing agents.

At a cost of $30,000 to $40,000 to find, hire, and train a new agent[1], it could cost a 500 agent contact center with a 32 percent attrition rate $4.8 million every year.

Contact Center agents want transparency, flexibility, and fast response times. Improve employee experience with:

• Highly flexible, automated time off and schedule change management
• Easy, 24/7 access to schedule and performance data with mobile app
• Transparent performance metrics and goal tracking.

Verint Workforce Management includes mobile apps for agents and supervisors. Employees can easily manage their schedule on the go. Automated approval rules empower agents to quickly make schedule adjustments from their devices.

Manually responding to employee requests for time off, shift changes, and performance updates can consume a manager’s day. Verint Workforce Management automates many of these requests, freeing up valuable manager capacity.

With Verint Performance Management Scorecards both managers and agents have insight into how time is being spent, how effectively employees are performing, and where they need to sharpen their skills. The solution automatically:

• Captures, calculates, and presents key performance indicators and trends in role-specific scorecards and dashboards
• Triggers coaching sessions when KPIs are missed
• Alerting managers of outlier performance
• Updates shift and vacation bidding based on performance

Consumers expect fast, if not immediate service. Research shows over 70 percent of consumers will abandon a brand after just one bad experience. Long hold times, transfers, and suggestions to use the website only serve to frustrate customers who wish to speak to an agent. Every 1-point decrease in NPS can cost organizations as much as $2 million dollars annually.

Avoid interminable hold by accurately forecasting demand and scheduling the right number of employees, with the right skills to handle demand.