Utilize Your Staff Effectively with Optimized Schedules
Customer service operations for contact and work volumes can be moving targets. When you factor in multiple sites, expanded media options, staff proficiencies and preferences, complex work rules, types of work, and customer expectations, the task of forecasting and scheduling can become difficult to manage without sophisticated analysis.
Simplify the complex task of forecasting and scheduling with Verint Workforce Management. Track quality efficiently and motivate agents with performance tools.
Let’s Get Started.
Let’s talk about how the Verint Workforce Optimization suite can get you greatly increased efficiency and productivity.
Verint Workforce Optimization is a must-have tool to optimize your workforce
Make better decisions, increase productivity, and improve customer experience via recording, coaching, and performance solutions. The tools in this suite include:
WORKFORCE MANAGEMENT (WFM)
Optimize your workforce with a powerful forecasting and scheduling tool to calculate a precise forecast for future call volumes, agent requirements, and average handle time for any time interval of the day based on historical data from the ACD. Compare planned activities with real-time adherence data to help you manage teams effecitvely.
Capture data across multiple systems to efficiently track, manage, and improve individual and organizational performance.
Easily report and analyze all agent activities including schedule adherence, and key performance indicators through scorecards.
Give your employees intra day visibility into objective data-driven assessments of their performance, empowering them to self-correct behaviors.
SPEECH & TEXT ANALYTICS
Get critical insights from your customer calls, chats, and emails. You can transcribe and analyze millions of calls to discover customer insights and improve contact center performance in the cloud.
Use sophisticated conversational analytics to automatically identify, group, and organize the words and phrases spoken during calls into themes, helping to reveal rising trends and areas of opportunity or concern.
Expand your ability to evaluate the quality of call handling.
Automate the entire quality management process, from scoring evaluations to assigning coaching. The solution can automatically score up to 100 percent of your recorded calls, offering much greater insight and consistency than random sampling.
Combine Speech Analytics with Quality Management to take your quality monitoring team to the precise problem areas in a call.
How do I balance employee flexibility with staffing needs and costs?
Delivering great customer experiences while also keeping costs low, balancing workloads, staffing, and other resources isn’t easy. How do you ensure the right employees are in the right place at the right time?
You need to easily navigate:
- Appropriate staffing levels to meet customer demand across multiple channels, work queues, product lines, and locations.
- Scheduling staff based on skills, shift preferences, and customer demand and expectations.
- Employee demands for flexibility.
Verint Workforce Management can help you easily and accurately forecast and schedule your employees while still providing them the flexibility they need to manage their jobs with their busy lives.