Verint TimeFlex Bot Supercharges Call Center Scheduling Software
Your employees demand more work/life balance. TimeFlex Bot empowers agents to make unlimited schedule changes.
Real Business Outcomes from Verint Customers
$4.5M Saved
An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility.
Meet the TimeFlex Bot
Provide true call center agent flexibility
Flexible scheduling for “in the moment” changes provides employees with the flexibility needed to improve their work/life balance.
Empower agents
Call center agents can adjust their shifts in real-time without lengthy and restrictive approval processes of historically manual solutions.
Reduce attrition and unplanned absences
The ability to modify their schedules greatly increases the agent experience, reducing attrition as well as unplanned absences.
Simplify the costly manual review processes
By automating agent shift alterations, you can reduce the cost and friction of approvals and replanning.
Verint TimeFlex Bot receives 2024 CUSTOMER Product of the Year and 2024 Future of Work Product of the Year Awards
TMC, a global, integrated media company, recognized Verint TimeFlex Bot as one of 2024’s most innovative customer experience technology solutions supporting a new era of productive work environments.
"The CUSTOMER Product of the Year Award highlights products that enable their clients to meet and exceed customers’ expectations for service quality, timeliness, and effectiveness.”
Call centers lack employee scheduling flexibility
Today’s employees expect scheduling flexibility to support work/life balance, but most contact center scheduling solutions cannot provide this. When you can’t offer your workforce the flexibility and work/life balance they want, your business suffers with high attrition and unplanned absences. This can cost you millions.
The Verint TimeFlex Bot empowers your agents to make unlimited schedule changes. The bot requires no effort for your planners, and the quality of your contact center schedule is enhanced. You’ll see immediate business outcomes with improved attrition, absenteeism, and employee experience.
The Perception Gap: Contact Center Flexibility
Flexibility is not a perk anymore – it’s an expectation. 70% of agents rank schedule flexibility as their #1 or #2 job priority. The majority of contact centers leaders believe they create schedules that employees prefer, but agents disagree.
“The TimeFlex Bot is an amazing tool. I give my deepest thanks to whomever was in charge of bringing this to us because it has allowed us to have greater flexibility with our life.”
How the TimeFlex Bot works
The Verint TimeFlex Bot automatically calculates the impact of shift changes based on forecasted volumes, capacity, and performance. Every 15-minute interval is assigned a “FlexCoin” value based on this calculation. Employees earn FlexCoins when they make a change that is beneficial to the company, for example, when they choose to work an interval for which the company is understaffed. Employees can then spend those FlexCoins to make changes to their schedule as needed.
The TimeFlex bot makes the calculations in real-time, so as employees are making changes, the model stays current. As long as employees maintain a positive FlexCoin balance and don’t change the total number of hours they are working, they can make unlimited changes to align their schedule to the needs of their life.
Increase retention and reduce absenteeism
High agent turnover is one of the most significant costs to a call center; impacting recruitment, training, team leader attention, and your customers who have to rely on agents that are still coming up to speed.
Offering shift flexibility with the TimeFlex Bot has been shown to reduce attrition by an average of 25%, by helping employees better balance work and life.
The Bot also helps reduce absenteeism. For example, say your child has a fever. The medical center can see them at 10 am, but your shift is scheduled to start at 9. To avoid the hassle of submitting a change request to your manager, which is typically a manual process and time consuming, the agent simply calls in sick.
But with TimeFlex, that agent can easily modify their start time to noon and pick up 3 hours on another day. So instead of the team being down one person for a full day, they are only short for 3 hours and the agent doesn’t get penalized for an unplanned absence.
Read how a Telco radically reduced absenteeism with the TimeFlex Bot.
Improving the Agent Experience: Ways to Use AI in Your Contact Center Now
A significant challenge contact center agents face today is the lack of scheduling flexibility, which can lead to high attrition rates and burnout.
In our latest eBook, we present practical automations like the TimeFlex Bot that can improve the agent experience, increase scheduling flexibility, and drive immediate business outcomes.
Scheduling reinvented: Delivering flexibility without sacrificing CX
What employees want, and what most contact centers can deliver, differ greatly. In this webinar, Verint WFM guru Trudy Cannon, Sr. Director, GTM Workforce Management, explores how empowering employees to own their schedules drives better work–life balance while also improving schedule quality and service levels.
Trudy takes you through:
- The evolution of scheduling flexibility in contact centers
- What contact center agents really want (and no, it’s not standard shift swaps)
- The real cost of contact center scheduling inflexibility
- How to close the contact center scheduling flexibility gap.
Learn how flexible scheduling strategies are reshaping workforce engagement, agent retention, and overall performance.
“Prior to the TimeFlex Bot, I was absent from work a lot. The bot has empowered me to take control of my work time and I’m no longer torn between being there for my family or our customers.”
It’s fast and easy to get started
Verint TimeFlex Bot works with your existing call center workforce management software, so you can see business outcomes quickly, without ripping out your existing technology. In fact, it only takes 30 days to be up and running to start seeing results.
The interface is simple and intuitive, so agents don’t need to learn complicated new technology. You can choose a subset of your agents to get started and expand at your own pace. It’s easy to track usage of the bot so you can see the impact the bot is having on your agents.
This is a gamechanger for your contact center. Check out this Valoir View snapshot where industry analyst, Rebecca Wettemann, summarizes the value of the TimeFlex Bot.
Featured resources
Verint TimeFlex Demo
Verint TimeFlex provides an unprecedented amount of flexibility to call center employees, empowering them to make changes to their schedule when life happens.
Schedule Flexibility Perception Gap
Learn MoreThis Verint research report shares the results of two recent surveys on scheduling flexibility. Learn about the perception gap that’s a leading cause of agent attrition.
Improving the agent experience eBook
Read the eBookIn our latest eBook, we present practical automation solutions, including the TimeFlex Bot, that can improve the contact center agent experience, increase scheduling flexibility, and drive immediate business outcomes.
Customer success stories
FAQs about the TimeFlex Bot
No, Verint TimeFlex Bot can work with most enterprise workforce management solutions.
No, the interface is very intuitive and user-friendly. The drag and drop capabilities make the interface easy to navigate. A short video overview and employees are ready to go.
The complex algorithms continually analyze the schedule for every 15-minute increment. The bot adjusts the value of those increments up or down based on forecasted demand and other variables. Employees can see when their contact center is over or understaffed and can modify their schedules to the benefit of the company. Customers of Verint TimeFlex Bot find the sum of all changes create a schedule that is as effective, if not more so, than the one originally published.
Call center scheduling software, also known as workforce management (WFM), is a specialized tool that helps managers create and optimize work schedules for call center agents using data like historical call volumes and agent availability. By forecasting peak call times and automating shift assignments, it ensures you have the right number of agents on duty at the right times, reducing customer wait times and preventing over/under-staffing. In essence, it improves operational efficiency and consistency of service while giving agents clarity on their shifts, which is crucial for smooth call center operations.
Start by considering the size of your team and the complexity of your scheduling requirements. If you run a multi-channel contact center, look for software that supports omnichannel scheduling (accounting for phone, chat, email workloads) and skill-based scheduling. Key features to evaluate include forecasting accuracy, ease of adjusting schedules (intraday management), and agent self-service options (like shift swap tools). You’ll also want to ensure it can handle your specific policies (break rules, labor law compliance, etc.). Compare vendors on metrics like ease of use, integration capabilities, and reporting analytics provided. It’s often helpful to read case studies or reviews in your industry – for example, see if others in similar-sized call centers have achieved improvements in service levels or agent retention with a given tool. Ultimately, the right solution should strike a balance between optimizing coverage for customer service and providing flexibility for your agents, all while fitting into your budget and technical environment.
Start improving your agents’ scheduling experience today!
A simple, powerful and affordable solution to empower your agents to manage their schedules. Try it yourself!
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