Case Study

Stanley Black & Decker Outdoor Automates and Empowers Its Contact Center Operations with Verint Workforce Management

Stanley Black & Decker is a worldwide leader in tools and outdoor operating manufacturing facilities worldwide. Learn how the company’s Outdoor division, with leading brands like DEWALT, Cub Cadet, and CRAFTSMAN, uses Verint Workforce Management Essentials in the cloud for all its scheduling and staffing needs. Seamlessly integrated with the company’s telephony and CRM systems thanks to the openness of Verint Open CCaaS Platform, the best-of-breed Verint solution has enabled Stanley Black & Decker Outdoor to elevate CX automation across its contact center operations and, in turn, empower its advocates to better serve customers. With greater automation, flexibility, and operational visibility, the leading manufacturer of outdoor power equipment increased schedule adherence by upward of 15%, improved average handle time, and boosted both employee and customer experience.