Forecasting and Scheduling
Ensure you have the right employees doing the right work at the right time. Find, retain and empower your employees for the way we work today.
AI Business Outcomes from Verint Customers
$4.5M Saved
An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility with TimeFlex Bot.
What is forecasting and scheduling?
Forecasting and scheduling is the practice of predicting work volumes and customer demand for future time periods based on historical and present data, trends, and external factors, and then aligning employee schedules to cost effectively meet that demand. This is no easy task in today’s complex contact center, back office, and branch environments. Verint forecasting and scheduling solutions, part of Verint Workforce Management, use AI-powered automation to help you create highly accurate forecasts while providing employees with the scheduling flexibility they desire. Verint customers achieve AI-driven business outcomes like:
- Lowered costs by eliminating overstaffing and unnecessary overtime
- Reduced attrition and increased employee engagement, saving millions annually
- Improved customer experience by reducing time to answer, average handle time, first contact resolution, and total resolution time.
Eliminate Over and Understaffing
Underestimate interactions and you’ll have burned out employees, high employee attrition, and frustrated customers as wait times escalate and patience wears thin.
In fact, every 1% deviance from forecast could be costing your contact center $400,000 annually.
Creating an accurate forecast is not easy, even with a depth of historical data. There are so many factors that can impact a forecast, and often little data available to measure with statistical accuracy the potential impact.
Meet Juan, a Workforce Planner
Learn how Juan, a WFM Planner, goes from creating basic forecasts from scratch to highly accurate, automated forecasts with Verint Workforce Management.
Engage Employees with Flexible Scheduling
Verint TimeFlex Bot gives employee self-serve capabilities to make unlimited schedule changes without manager intervention or negative impact to service levels. Verint’s TimeFlex Bot uses AI and gamification to align the agent’s preferences and impromptu needs with the company’s scheduling and forecasting priorities, resulting in improved employee engagement and work/life balance. Companies deploying CX Automation like Verint TimeFlex Bot see dramatic results:
- Up to a 30% decrease in employee attrition
- Up to a 20% decrease in absenteeism.
Forecasting & Scheduling Benefits
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Cost-effectively Meet Your Service Goals
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.
Find, Hire, and Retain the Best Talent
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.
Give Employees What They Want
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.
Reduce the Burden on Managers
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
Speed Response Times and FCR
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.
Cost-effectively Meet Your Service Goals
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.
Find, Hire, and Retain the Best Talent
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.
Give Employees What They Want
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.
Reduce the Burden on Managers
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
Speed Response Times and FCR
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.
Verint, a Leader in Workforce Management
Verint maintained its leadership position in contact center workforce management based on DMG Consulting LLC’s 2024 Workforce Management for the Enterprise in the Digital Era.
Verint provides businesses with robust capabilities to balance your costs and customer experience with your employees’ need for work/life balance.
“Verint achieved top customer satisfaction scores (5.0 out of 5.0) on all 35 criteria spanning WFM vendor satisfaction, suite modules, and product capabilities.”
Source: DMG Consulting 2024 Workforce Management for the Enterprise in the Digital Era, March 2024
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Learn more about Forecasting and Scheduling
Verint Workforce Management solutions offer best-in-class forecasting and scheduling capabilities. Verint WFM helps thousands of organizations ensure they have the right people, with the right skills, at the right time reduce costs and employee attrition, while improving employee and customer experience.
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