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Verint Impact 360

Verint Impact 360 Workforce Management

More accurately plan, schedule and forecast how many agents will be required at any given time to best balance service levels needs and business costs.

Verint's Impact 360 workforce management suite (or i360 for short) provides accurate forecasting for intra-day, daily and long-term workload, this web enabled enterprise solution, simplifies complex tasks to produce optimal schedules.  

Taking into account individual skills, proficiencies and preferences, an organisation can ensure that agent skills and specialisms are matched to customer need whilst keeping within budget.

  • REDUCE OVERSTAFFING – by more effectively balancing workload across front and back office
     
  • ACHIEVE CONTACT CENTRE EFFICIENCY – by reducing shrinkage and automating time consuming tasks
     
  • IMPROVE CUSTOMER SERVICE – by better matching agent skills to specific customer queries
     
  • MORE TIME FOR AGENT COACHING – use forecasting to identify quiet periods for targeted coaching
     
  • AGENT JOB SATISFACTION – provide more flexible shifts to better suit agent work life balance needs
     
  • SCHEDULE MEETINGS OR TRAINING - without impacting service levels

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