Verint One Workforce: What’s In It for You?

Maybe you’ve heard about One Workforce. We talked about it from the big stage at our Engage customer conference earlier this summer in Orlando. Take a listen.

One Workforce is a strategy that enables the entire workforce to engage with customers in the right way at the right time, increasing capacity, flexibility, and agility. Think about a typical organization, with a contact center, back office, branch, social media presence, website presence, etc.

Most organizations have become highly siloed in these areas—not on purpose. But it happens, both in terms of people and data. Business moves fast.

Even within the contact center there are often silos among different interaction channels. As interactions grow in volume and complexity, it’s critical to ensure your entire workforce is equipped to engage with customers in the right way at the right time.

As organizations struggle to close the Engagement Capacity Gap, applying the strategies of One Workforce can help organizations do more with less while still providing the seamless experience that customers demand.

Essentially, a One Workforce approach is like a contact center without walls—one where any employee with the right skills and expertise can serve your customers.

One Workforce aims to bring silos together for the benefit of the customer and the organization. People across your organization have skillsets that allow them to engage with customers, right? As peaks and valleys occur in each business area, no doubt you want to take advantage of their skills to give the right work to the right person at the right time—regardless of what “silo” they live in.

Importantly, the goal isn’t just to send work to all these people. You need to have a real-time understanding of their skills and availability. You also need to give these people the tools to do the job well. If a back-office worker doesn’t typically handle inbound calls, he’ll need easy-to-use tools to guide him through the right processes and the latest information—so that he can put your company’s best foot forward.