Forecasting & Scheduling Benefits
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Verint WFM Forecasting and Scheduling
Call Center Forecasting and Scheduling Software for Today’s Workforce
Build accurate forecasts, schedule across any channel or skill, and adjust in real time, while also meeting the flexibility, self-serve, and real-time expectations of today’s workforce.
AI Business Outcomes from Verint Customers
$4.5M Saved
An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility with TimeFlex Bot.
$500K+ Saved
Paychex revolutionized its scheduling and forecasting, freeing employees to focus on client relationships while driving 20% adherence growth and a 45% increase in intraday optimization with Calabrio Workforce Management.
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.
Key Capabilities of Intelligent Forecasting and Scheduling Software
Revolutionize the way you make decisions and improve performance. Intelligent contact center forecasting and scheduling automation empowers your teams to effortlessly take control of ever-changing demand.
Get Forecasts You Can Actually Control
Achieve on average 95%+ forecasting accuracy, even in the most complex, multi-channel, multi-skill environments. Build your own forecasting logic and take interval-level control over workload, SLA, shrinkage, occupancy, and efficiency.
Scheduling That’s Never Been Easier
Do in a few clicks what takes other platforms hundreds. Automatically optimize schedules to demand forecasts and employee preferences. Empower agents to adjust in-schedule events without manager intervention. Add Verint TimeFlex Bot to give agents even greater flexibility and the ability to make unlimited schedule changes.
Free Managers to Focus on What Matters
AI-powered automation speeds the creation of demand forecasts, helps conduct what what-if scenarios for faster decision making, and gives agents the ability to make changes without manager approvals. The solutions help eliminate admin tasks and accelerate approval workflows, giving managers more time to focus on what matters most.
Respond to the Unexpected with Agility
Adjust today’s forecast in real time with controlled, percentage-based overrides. Schedules can automatically be modified based on changes in volumes, staffing, overtime, and absences. With role-based permissions and full audit visibility, you gain true forecast control, without rerunning schedules or disrupting operations.
Eliminate Over and Understaffing
Overestimate work volumes and you’ll have idle employees, costing you thousands in lost productivity. 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.
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.
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
The Perception Gap: Scheduling Flexibility in Contact Centers
70% of agents rank schedule flexibility as their #1 or #2 job priority, and 30% plan on quitting their job in the next 6 months. Learn why.
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.
Navy Federal Credit Union is taking a one workforce approach, unifying forecasting and scheduling across contact center and operations to improve efficiency.
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
- Alerts managers of outlier performance
- Updates shift and vacation bidding based on performance
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.
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 $10,000 to $20,000 to find, hire, and train a new agent, it could cost a 500 agent contact center with a 32 percent attrition rate $4.8 million every year.
By better matching candidates to the role with the Verint Interviewing Bot , Neo BPO Hypeone was able to reduce employee churn by 29%, saving $7M annually.
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.
Wix was able to increase scheduling accuracy by 10% and schedule adherence by 15%, resulting in a 3% boost in CSAT with Calabrio Workforce Management.
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.
Navy Federal Credit Union is taking a one workforce approach, unifying forecasting and scheduling across contact center and operations to improve efficiency.
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
- Alerts managers of outlier performance
- Updates shift and vacation bidding based on performance
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.
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 $10,000 to $20,000 to find, hire, and train a new agent, it could cost a 500 agent contact center with a 32 percent attrition rate $4.8 million every year.
By better matching candidates to the role with the Verint Interviewing Bot , Neo BPO Hypeone was able to reduce employee churn by 29%, saving $7M annually.
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.
Wix was able to increase scheduling accuracy by 10% and schedule adherence by 15%, resulting in a 3% boost in CSAT with Calabrio Workforce Management.
Verint Forecasting and Scheduling Software Solutions
Verint Workforce Management
Accurately forecast, plan for and schedule resources across your contact center and enterprise to meet service and CX goals at a lower cost.
Calabrio Workforce Management
Speed deployment of robust WFM capabilities designed for the inbound contact centers looking for ease of use and the ability to balance the needs of the organization and the employee experience.
Appointments and Queuing
Drive sales, loyalty and productivity with appointment booking, queue management and event management solutions.
Verint TimeFlex Bot
Empower agents to make unlimited schedule changes while balancing the needs of the business and your customers.
Verint Interviewing Bot
Automated, intelligent candidate screening speeds up the hiring process and helps you find high performing employees.
Extend Workforce Management Across Your Organization
Workforce Management for Back Office
Drive execution, increase productivity, and optimize resources across back-office customer support groups with purpose-build WFM. Learn what better looks like.
Workforce Management for Branch
Allocate branch and store staff with WFM specifically designed for service and sales locations to drive higher productivity, increase sales, and deliver a better CX.
Contact Center Forecasting & Scheduling Software: Key Capabilities to Look For
Historical Data Analysis
Forecasting forward starts with a look back. Look for forecasting tools that enable the selection of custom date ranges to ensure more accurate forecasting.
Advanced AI and ML
The latest forecasting and employee scheduling software need to rely on the latest technology for added automation and predictive power.
Intuitive, Easy-to-Read Dashboards
Save even more time on scheduling with clear, customizable dashboards that offer instant visibility into key metrics that matter most.
Robust Reporting Tools
Forecasting and scheduling are part of a collaborative process. Equip your team with tools that make it easy to generate and share detailed reports on forecasting accuracy.
Real-Time Responsiveness
Monitor and rapidly adjust to unexpected changes with real-time updates and dynamic, rules-based scheduling adjustments.
Multichannel and Multi-skill Functionality
Today’s agents engage customers over an array of channels. Choose call center scheduling software like Calabrio’s that offers seamless planning across all channels, skills, and locations.
Forecasting and Scheduling Customer Success Stories
Frequently Asked Questions: Call Center Forecasting and Scheduling
Call center forecasting and scheduling is a core workforce management (WFM) practice that predicts customer demand and interaction volumes, then aligns staffing to meet that demand efficiently. It uses historical data, trends, and external factors to build accurate forecasts and generate schedules that ensure the right number of employees, with the right skills, are available at the right time.
Modern call center forecasting and scheduling software enhances this process with AI-powered automation, helping organizations reduce over- and under-staffing, lower costs, and improve customer experience (CX).
Forecast accuracy depends on data quality, variability in demand, and the sophistication of the forecasting and scheduling software used. Modern AI-powered solutions can deliver up to 95%+ forecasting accuracy, even in complex, multi-channel environments.
For example, improvements in forecasting accuracy can lead to significant outcomes—such as matching staffing to budget more closely and avoiding costly over- or under-staffing.
AI-driven tools enhance accuracy by:
- Analyzing historical volumes, handle times, and external factors
- Automatically selecting the best-fit forecasting models
- Continuously refining forecasts based on real-time changes
Higher accuracy directly impacts business performance, helping reduce costs, improve service levels, and increase agent productivity.
Agent scheduling in a contact center involves creating optimized schedules that align staffing with forecasted demand while balancing business goals and employee preferences.
Modern employee scheduling software automates this process by:
- Matching agents to demand across channels (voice, chat, email, SMS)
- Applying skills-based routing and work rules
- Optimizing schedules based on service level targets, occupancy, and availability
- Allowing agents to self-manage schedules through mobile apps and self-service tools
Advanced solutions also enable real-time schedule adjustments, so teams can respond quickly to changes without disrupting operations.
Verint forecasting and scheduling software stands out by combining AI-powered automation, real-time insights, and employee-centric flexibility to drive measurable business outcomes.
Key advantages include:
- Higher forecasting accuracy using AI models that analyze multiple data sources
- Optimized scheduling across channels and functions to maximize utilization and reduce overtime
- Real-time decision support with insights into demand and performance
- Enhanced employee experience through flexible, self-service scheduling and mobile access
Organizations using Verint achieve outcomes like lower costs, reduced employee attrition, improved CX, and increased operational efficiency.
Modern workforce forecasting and scheduling software enables seamless scheduling across multiple channels, skills, and locations.
This is achieved by:
- Aligning agents to interactions based on skills, proficiency, and availability
- Forecasting demand across channels (voice, chat, email, messaging)
- Dynamically balancing workloads between teams and functions
- Automatically optimizing schedules to meet service levels across all channels
Advanced solutions also allow organizations to share resources across departments, ensuring consistent service levels while maximizing efficiency.
Organizations using Verint workforce management and forecasting and scheduling software have achieved measurable, enterprise-scale results, including:
- Reduced employee attrition by up to 25–30% through flexible, self-service scheduling
- Improved forecasting accuracy, enabling better alignment of staffing to demand and budgets
- Lower labor costs by reducing overtime, shrinkage, and overstaffing
- Improved CX through faster response times, reduced wait times, and higher service levels
- Increased operational efficiency, freeing managers from manual scheduling and administrative work
These outcomes translate into significant cost savings, improved employee engagement, and stronger customer satisfaction.
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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