Omnicell Optimizes Agent Schedules and Achieves More with Less Using Verint Workforce Management Professional
Results
Optimized agent schedules.
Increased staff productivity and goal attainment.
Opportunity
Omnicell is a leader in medication and supply dispensing automation, central pharmacy automation, IV robotics, analytics software, and medication adherence and packaging systems. The company focuses on improving care across the entire healthcare continuum—from the acute care hospital setting to post-acute skilled nursing and long-term care facilities, to the patient’s home.
Crystal Frye has been working for Omnicell for ten years. She started as a customer service support agent and now serves as workforce optimization analyst. In this position, she supervises 80 agents, manages three technical assistance centers in three different states, and is responsible for daily forecasting, staffing, PTO approvals, adherence monitoring and roster generation.
Frye participated in the implementation of Verint Workforce Management Professional when she was a team lead at Aesynt, later acquired by Omnicell.
Solution
Before using Verint Workforce Management Professional, forecasting and scheduling were done manually with spreadsheets. Even though she did not have any experience with workforce management software, Frye found Verint Workforce Management Professional easy to learn and use, especially with the help of her implementation manager.
Frye also helped bring Verint Workforce Management Professional into Omnicell when it acquired Aesynt. At the time, Omnicell also used spreadsheets for forecasts and schedules. Frye was already familiar with workforce management best practices, what they improved, and what needed to be changed.
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"Optimization of the staff is key. The more flexible your agents are willing to be, the better it helps you to use the workforce management software."
Benefits
Thanks to Verint Workforce Management Professional, Frye has been able to optimize agent schedules and to achieve more with less. Additionally, the real-time adherence feature has been key to increasing the productivity of the company’s staff as it makes everyone accountable to reach their goals and maintain them.
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