Verint Enterprise WFM includes Long-Term Planner which helps make strategic, data-driven decisions on future staffing needs, like when to hire or when to reduce or redeploy headcount. Brett can conduct what-if scenarios to test the impact of adjustments to plans based on market or customer account changes. He can now create more accurate FTE budgets to minimize resource costs.

Enterprise WFM automatically surfaces and alerts Brett to any anomalies in intraday metrics and performance trends. He can quickly drill into root causes and take immediate corrective actions. The solution even analyzes what is needed to fill a gap between forecasted and actual demand and automatically offers qualified agents overtime or voluntary time off based on how the center is performing.

A lack of scheduling flexibility was a key driver of agent attrition. Verint TimeFlex Bot empowers agents to make unlimited schedule changes without manager intervention and without impacting service levels. Brett’s agents now have the flexibility they need to create a better work/life balance, are happier, call out less frequently, and stay in the role longer.