Workforce Optimization
Impact 360 offers branch and remote offices a closed-loop system for continuous performance improvement.
Branch and remote offices play an important role in serving customers, but typically lack the tools and technology that have long been deployed in contact centers to forecast workload, schedule employees, monitor and measure their performance, enhance their skills, and report performance results consistently. Too often, branches rely on manual processes or a variety of applications to help them manage these tasks.
Verint Witness Actionable Solutions offers a practical solution — Impact 360 for Retail Financial Services. Impact 360 combines information from different systems and areas throughout the branch, store, and/or remote office network, enabling branch offices and the broader enterprise to:
- Forecast demand and the staffing requirements to meet each individual office’s service-level goals
- Automate and streamline scheduling, allowing branches to meet forecasted demand and service-level goals by deploying the right number of staff with the right skills
- Establish a long-term resource plan that supports your customer service and revenue objectives
- Track, capture, and analyze screen navigation and keystrokes on employee desktops to identify navigation effectiveness and process efficiencies, as well as performance issues and opportunities
- Monitor employee performance and customer satisfaction by capturing customer interactions, either on demand or selectively through user-defined business rules
- Consolidate performance data from different systems and applications into actionable information
- Measure employee performance consistently using key performance indicators (KPIs) and role-appropriate scorecards
- Deliver individualized eLearning to the employee desktop, even across multiple sites
- Collect customer feedback through surveys to understand drivers of satisfaction, identify improvement areas, and gauge customer loyalty
Impact 360 offers branch and remote offices a closed-loop system for continuous performance improvement, giving them visibility into performance and productivity while enabling them to more effectively manage their resources and control costs.
