Workforce Management

Manage your staff effectively with web-based forecasting and scheduling

Optimizing your workforce and having the right number of employees - with the right skills - in place at the right time is a critical component to delivering superior service. It’s also a key driver for managing costs, compliance, and employee turnover. 

With people accounting for up to 70 percent of your contact center and back-office operating costs, it’s important to schedule and manage them effectively.  Verint Impact 360 Workforce Management™ (WFM) measures and leverages the individual talents and preferences of each employee, aligns their skills and proficiencies with your business objectives and customer needs, and then produces optimized schedules. 

As a result, you can reduce the risk of over-staffing, minimize overtime, provide employees with the schedules they actually prefer, identify time-off opportunities, and reduce shrinkage.

Contact Adtech today to learn how your organization can manage its workforce more efficiently.

All information is based on Verint's 5th-Generation, Impact 360^® Workforce Optimization Suite.

Features & Benefits

Forecasting and Scheduling

When your staffing levels precisely match your contact volumes, costs go down.  Workforce Management's forecasting and scheduling helps you to produce optimal schedules down to the quarter hour by balancing the defined shift rules, work patterns, breaks, off-phone times, individual skills, proficiencies, preferences, and targeted service-level goals. 

Planning, Adherence & Management

With Verint's adherence monitoring, which works in combination with its forecasting and scheduling functionality, managers can determine whether employees are adhering to their assigned tasks as scheduled, and whether the number of employees actively serving customers aligns with the number of employees scheduled.  The “Pulse” screen in Workforce Management tracks key operational metrics so you can take corrective action right away. 

Agent Self-Service & Shift Bidding

Workforce Management enables your staff to manage their own schedules (e.g. start times by day, preferences for days off during the week) without impacting service levels.  Employees can view published schedules, calculate time-off accruals, and check the status of shift swaps, shift bids, time off, and vacation requests.  Workforce Management not only automates Shift Bidding, but also introduces a higher degree of fairness in awarding shifts.

Strategic Planner

The Strategic Planner feature provides long-term resource planning functionality for today’s multi-skilled contact centers to increase service levels, reduce unnecessary costs, and anticipate and avert downstream crises.

Centralized Administration & Reporting

Centralized administration and reporting can reduce administration overhead and total cost of ownership by choosing from an extensive set of standard, pre-configured reports, or conduct ad-hoc queries for custom analysis of your operations.

Additional Functions

In addition to the standard and optional functionality outlined above, Verint provides add-on functionality for Impact 360 that can help you address the specific requirements of your business.

Contact an Adtech representative to learn more.

Workforce Optimization for the Back Office

Many organizations and their customers rely on the ability of back-office departments to process applications, provide responses to inquiries and provide customer service.  Verint Systems, can be combined with Adtech's expert consulting, and provide comprehensive Workforce Management and Optimization solutions for back-office operations, taking best practice from the contact center and applying this to back-office departments to reduce staffing costs and improve the responsiveness to customers.

These solutions are designed to help retail and branch store and back-office operations gain insight into their people, processes, and work.  When deployed across the enterprise, Workforce Management can provide high-quality, actionable data about all the employees and work being performed. In addition to modeling and tracking work in the customer-focused areas of your enterprise, it can help you obtain greater value from your available resources, better manage your virtual workforce, gain a real-time view of enterprise performance, avoid penalties associated with non-compliance, and more.