Forecasting and Scheduling

The right employees doing the right work at the right time. Find, retain and empower your employees with modern tools for the way we work today.

 

What is forecasting and scheduling?

Move the needle on metrics that matter. Verint Forecasting and Scheduling solutions can provide immediate impact across a variety of key workforce management (WFM) metrics. Using our solutions, Verint customers have achieved:

  • Lower costs by eliminating overstaffing and unnecessary overtime
  • Reduced attrition rates and increased employee engagement
  • Improved customer experience by reducing time to answer, average handle time, first contact resolution, and total resolution time
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Forecasting and Scheduling Product Line-up

  • Workforce Management for Enterprises

    Get to know the workforce management solution with the highest customer satisfaction ratings in the industry. It’s WFM made easy.
  • Workforce Engagement for Small and Medium Businesses

    Enhance Your Employee and Customer Experience with Superior Forecasting and Scheduling.
  • Back-Office Workforce Management

    Modern back offices are able to reduce costs while improving CX. Learn what better looks like.
  • Branch Workforce Management

    Allocate branch staff to meet your efficiency, sales, and customer service goals.
  • Verint Interviewing Bot

    Automated, intelligent candidate screening speeds up the hiring process and helps you find the right employees.
  • Verint TimeFlex Bot

    Empower agents to manage their schedules while balancing the needs of the business and your customers.
  • Retail Choreography

    Drive sales, loyalty and productivity with appointment booking, queue management, and in-store task management solutions.

Forecasting & Scheduling benefits

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We get it. Life is more complicated than ever.

Your employees demand flexibility to balance their work responsibilities, busy lives and safety.

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. Verint Workforce Management includes:

  • Flex Time Off Requests
  • Task and Channel Switching
  • Shift Swaps

 

Learn more: Verint Mobile applications

Manage In-Office and Remote Employees in One View

Your contact center doesn’t look the same anymore. Whether you are staying remote, returning to office, or a combination, you need a holistic view of your workforce and their activities.

Verint Workforce Management gives you the capabilities you need to manage employees across locations, including:

  • Staggered start and end times
  • Office capacity limits for social distancing
  • In-office and remote working indicators
  • Flexible schedules and self-service schedule changes

 

The Performance Insights You Need

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:

  • Automatically triggered coaching sessions
  • Insight into productivity metrics by channel type and comparison to goal
  • Out-of-the-box workflows for alerting of outlier performance
  • Automation workflows to update shift and vacation bidding based on performance
  • Pre-built integrations into multiple 3rd party sources for external KPIs

 

Learn more: Verint Performance Management

Find and Hire the Best Candidates

The growing work-from-anywhere imperative creates boundless opportunities for organizations to hire the best employees, regardless of physical location. As a result, traditional interview and selection practices need to be reimagined. With the Verint Interviewing Bot, you can:

  • Digitize and automate elements of the hiring process
  • Provide automated, analytics-driven screening of candidates
  • Allow hiring managers and candidates to engage anytime/anywhere
  • Elevate candidate quality
  • Accelerate speed-to-hire
  • Increase employee retention

 

Learn more: Verint Interviewing Bot

Schedule Employees Across Contact Channels

Scheduling the right resources to respond to digital inquiries is just as important as the phone channel. 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.

Verint Workforce Management gives you the flexibility to make the best use of the resources available, balancing work between humans and bots, and cross-utilizing your workforce across departments to meet demand.

 

Learn more: Verint Workforce Management

We get it. Life is more complicated than ever.

Your employees demand flexibility to balance their work responsibilities, busy lives and safety.

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. Verint Workforce Management includes:

  • Flex Time Off Requests
  • Task and Channel Switching
  • Shift Swaps

 

Learn more: Verint Mobile applications

Elevating customer service and experience

Learn how Stanley Black & Decker Outdoor modernized their contact center and realized significant improvements on key metrics such as schedule adherence and operational efficiency.

Read the success story
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“Using Verint Workforce Management Professional has allowed my agents to take ownership of their schedules. We have gone from 75 percent schedule adherence to 90 percent and above."

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Workforce Management for Back Office

Did you know the average company’s back office has far more employees than its contact center? If you aren’t currently using WFM software in your back office, you have a huge blind spot when it comes to efficiently managing your workforce.

Extending WFM into your back-office operations can enable you to:

  • Share resources between the front and back office to more cost effectively meet peaks in demand
  • Balance workloads across teams and functions to improve employee utilization and reduce overtime
  • Manage work items from beginning to end, identifying ways to streamline processes and speed turnaround times

Watch the Engage22 session, Playbook for Expanding WFM into the Back Office, to learn the differences in WFM in the contact center and back office and best practices for deploying WFM into back-office operations.

Create back office CX heroes
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Get the most from your branch network

Poor branch experiences can seriously damage customer relationships. Branch Workforce Management solutions enable banks to forecast demand and schedule the right mix of bankers across the entire network to meet service, efficiency, and revenue goals. With Branch Workforce Management, you can:

  • Accurately predict customer demand and work content
  • Align staff roles and capacity with market opportunity
  • Increase sales and service effectiveness
  • Ensure the right bankers are in the right branches at the right time
Watch: Commerce Bank Success Story
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What challenges keep you up at night?

How much could you benefit if you resolved your customer engagement challenges? Our free Value Calculator can help you estimate the business value you could achieve with Verint.

Explore: Verint Value Calculator
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Forecasting and Scheduling insights