Managing a modern team can be quite a challenge these days. The rise of hybrid and remote working means team leaders need to engage and motivate employees distributed all over the world. Fortunately, the right technology can make a huge difference.
Verint Workforce Management is a unique platform made by the Verint team, to enhance the way employees work together in a changing environment. The Verint WFM offering promises companies an opportunity to rethink the way the workforce operates, with a convenient set of tools, all intended to give you better insights into your workflow, and more opportunities for growth.
The WFM offering has already delivered incredible benefits to a range of companies. For instance, USANA says they answer 90% of calls within 30 seconds with this technology, and Guardian Life reported a 30% reduction in overtime.
Let’s take a closer look.
Verint Workforce Management Review: Features
Created by the digital experts at Verint, the WFM system transforms the way business leaders, managers, and supervisors track, motivate, and empower their teams. Particularly valuable in the new world of hybrid work, this workforce management solution provides an end-to-end view into your employee environment, giving you the power to upgrade customer experiences.
According to Verint, the WFM technology, based in the cloud, will give companies the tools they need to understand how changes in employee performance influence customer satisfaction levels. The solution also helps with employee satisfaction, by ensuring every member of your team gets the information they need to work productively. Features include:
- Quick and easy schedule creation
- Full-featured cloud deployment
- Flexible schedule and shift changes
- Assignments and tasks with deadline tracking
- Task and channel switching
- Flexible time-off requests
- Mobile applications for agents and supervisors
- Automated approval rules
- Activity-based scheduling
- Backlog and ageing
- Labour model and position planning
- Quick remote provisioning
The full Verint workforce management solution can also feature a range of additional modular features, like enterprise recording, for all kinds of communications, text and speech analysis, transcription, workforce performance management, and automatic quality reporting.
Verint’s offering works anywhere, with a range of cloud environments, so you can quickly and easily track employee performance, assign tasks, and manage shifts wherever your business takes you. The addition of mobile applications customised for agents and supervisors is particularly valuable in an age where team members are spending more time working away from the office.