Forecasting and Scheduling

Your employees demand flexibility to balance their work responsibilities, busy lives and safety.

Verint Workforce Management includes mobile apps for agents and supervisors. Employees can easily manage their schedule on the go. Automated approval rules empower agents to quickly make schedule adjustments from their devices. Verint Workforce Management includes:

• Flex Time Off Requests
• Task and Channel Switching
• Shift Swaps

Your contact center doesn’t look the same anymore. Whether you are staying remote, returning to office, or a combination, you need a holistic view of your workforce and their activities.

Verint Workforce Management gives you the capabilities you need to manage employees across locations, including:

• Staggered start and end times
• Office capacity limits for social distancing
• In-office and remote working indicators
• Flexible schedules and self-service schedule changes

With Verint Workforce Management Scorecards you’ll gain insight into what employees are doing, how effectively they’re performing, and where they need to sharpen their skills, with capabilities such as:

• Automatically triggered coaching sessions
• Insight into productivity metrics by channel type and comparison to goal
• Out-of-the-box workflows for alerting of outlier performance
• Automation workflows to update shift and vacation bidding based on performance
• Pre-built integrations into multiple 3^rd party sources for external KPIs

The growing work-from-anywhere imperative creates opens up doors for organizations to hire the best employees, regardless of physical location. As a result, traditional interview and selection practices need to be reimagined. With the Verint Interviewing Bot, which leverages AI to help identify top candidates for the role, you can:

• Digitize and automate elements of the hiring process
• Provide automated, analytics-driven screening of candidates
• Allow hiring managers and candidates to engage anytime/anywhere
• Elevate candidate quality
• Accelerate speed-to-hire
• Increase employee retention

Scheduling the right resources to respond to digital inquiries is just as important as the phone channel. With Verint Workforce Management, you can schedule employees across all channels, matching each worker with the channel or channels that suit their skills and availability for a specific timeframe.

Verint Workforce Management gives you the flexibility to make the best use of the resources available, balancing work between humans and bots, and cross-utilizing your workforce across departments to meet demand.