The potential is very exciting
Use Cases and Deployment Scope
We are currently utilising Verint Workforce Management Enterprise for our call centre and our physical store locations, this is so we can share staff between channels with ease, as well as seeking a scalable tool to introduce more web/email channels in the future. We are a business of approx. 1000+ frontline staff and we handle several million interactions per year. We were seeking an application that gives more power to our employees to choose the schedules that they want, and to help our frontline leaders manage the quality of their staff with a better user experience.
Pros
- Quality Management
- Speech Analytics
- Coaching
- Time Flex
Cons
- We require more granular reporting functionality
- (eg. historical employment type tracking)
- Scorecards only update overnight, no real time functionality to make KPIs/objectives or load source measure data
- More filtering opportunities on the Calendar page (eg. If you were looking for a particular shift and want to search through all employees)
Likelihood to Recommend
I believe that Verint Workforce Management Enterprise does offer a lot of potential for frontline leaders in the business to help manage staff, like adding coaching and overseeing performance through scorecards, however it is definitely not as fit for purpose as we would have hoped for the staff that oversees the application. The system is very dedicated to call centre metrics and results, but half of our business (physical stores) is unable to utilise these benefits (eg. combined queues, accurate FTE required/scheduled functionality across sites)
