• Verint Wfm Training

Reduce effort, improve processes and empower today’s workforce with Enterprise Workforce Management Heightened expectations for customer service are challenging many organizations to efficiently manage their employees against the different types and varying volumes of work arriving in their contact center, back-office and branch operations. Organizations often struggle to align the right number of appropriately skilled people to handle work that may arrive as phone calls, web chats, claim forms, loan applications, email, social media posts and people lining up at a branch. In this environment, balancing workload, staffing, and associated processes across different functional areas can be critical for delivering effective customer service. Verint Enterprise Workforce Management enables organizations to efficiently plan, forecast, and schedule employees to meet service level goals by leveraging a unified, enterprise workforce management solution. It provides holistic visibility into and manageability of the work, people, and processes across customer touch points. Work: Manage work of different types – single step, single step to multiple people, multi-step – with different service level expectations.

Verint Wfm Training

People: Manage availability of people in different locations along with their skills, proficiencies and preferences and work rules. Processes: Gain visibility into how work is being done and the status of work items.