Video

Verint Workforce Management Enables Stanley Black & Decker Outdoor to Address Capacity Needs Across Departments

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 to reallocate and cross-train contact center resources to help address capacity needs across other departments. With the flexibility, real-time metrics, and robust reporting provided by the best-of-breed Verint forecasting and scheduling solution, Stanley Black & Decker Outdoor can “right-size” headcount to best meet customer demand and deliver superior customer service. In addition, with optimal visibility into performance, it continuously meets or exceeds its monthly goal of 90% schedule adherence.