The Role of Verint Workforce Management in Driving Employee Engagement and Satisfaction

Employee engagement and satisfaction are critical metrics for any organization's success. Disengaged employees can lead to a significant drop in productivity, innovation, and ultimately, customer satisfaction. But how do you bridge the gap between a scheduled workforce and a truly motivated one?

The answer lies in Workforce Management solutions. It goes beyond simply creating shift schedules and tracking hours. It's a comprehensive approach that orchestrates your people, processes, and technology. In fact, according to another survey, organizations that used workforce management solutions experienced a 50% drop in compliance difficulties and a 25% reduction in regulatory fines and penalties.

So, what exactly is a workforce management solution? A workforce management (WFM) solution such as Verint WFM assists firms in streamlining and automating processes for managing workers’ time, efficiently organizing and deploying their labor force, enabling employee and manager self-service, and ensuring employee safety.

Keep reading to learn more about Verint Workforce Management and its role in driving employee satisfaction.

What is Verint Workforce Management?

Verint Workforce Management provides AI-powered forecasting and scheduling solutions to help organizations maximize resources across all interaction channels. Optimal resource plans schedule humans and bots to maximize corporate efficiency.

Whether in the office or working remotely, careful automation and clear operating procedures give employees flexible scheduling options that promote employee well-being while ensuring corporate standards are followed. And, as a full-featured cloud solution, it may relieve enterprises of the burden of sophisticated infrastructure and management while readily extending to applications to provide staff with tools to do their jobs.

Workforce management solutions are used in contact centers to plan agent schedules to fit predicted workloads while avoiding overstaffing. These technologies anticipate the resources needed to meet call demand based on historical transaction data or traffic information. 

WFM is appropriate for firms with multi-skilled staff, time constraints to respond to client inquiries, and varying transaction volumes based on time of day or seasonality. It enables managers to optimize staff across several locations and easily assess agent performance.

Moreover, WFM systems incorporate a variety of technologies, including:

• Time and attendance
• Scheduling
• Forecasting and planning
• Absence management
• Monitoring and analytics
• Performance and task management
• Hiring and HR tools

Also, as a full-featured cloud solution, Verint Workforce Management may relieve enterprises of the burden of sophisticated infrastructure and management while readily extending to applications to provide staff with tools to do their jobs.

Suggested Read: How Verint’s Engagement Management Transforms Your Interactions with Customers

How does Verint Workforce Management drive employee engagement?

Verint Workforce Management forecasts demand and optimally aligns worker capacity. Intelligent automation prevents understaffing that places undue pressure and overburdening of employees. At the same time, tedious overstaffing is avoided, too. Getting scheduling just right to match anticipated workloads keeps employees fulfilled and engaged at their jobs.

Here are a few more ways that Verint Workforce Management drives employee engagement:

Flexible Schedules

Verint Workforce Management gives employees unparalleled control over their schedules. They can easily submit requests to swap shifts with colleagues as needs arise. The system facilitates shift bids and waitlists, enabling employees to indicate preferences that automatically match them to last-minute open shifts.

The software also allows for split shifts and minute-by-minute adjustments to start and end times. This exceptional flexibility caters to employees’ varying energy levels, commutes, childcare needs, and more. By truly personalizing schedules, it promotes work-life balance and helps employees feel valued.

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Also Read: Optimizing Your Workforce: Tips for Better Scheduling and Work Allocation

Work-From-Home Options

In allowing extensive flexibility, Verint Workforce Management supports remote work options. Employees gain greater autonomy in creating schedules that accommodate their circumstances, reducing stress.

The ability to avoid commutes and work from home some days further enables employees to better manage their work-life balance. Having these options available drives engagement and retention.

Mobile Schedule Management

Through the Verint mobile app, employees have full visibility and can request changes to their schedules from anywhere, anytime. Push notifications update them on the status of pending requests in real-time, so they stay informed. This level of transparency, paired with on-the-go convenience, empowers employees and makes it simple for them to take charge of their schedules.

Overtime Opportunities

Employees can also utilize staffing insights from Verint Workforce Management to pick up overtime shifts when volume is expected to be high. For employees seeking extra income or more hours, the system matches their skills and availability to contact center needs, creating a win-win. The ability to secure overtime when desired gives staff more control.

‍Related Read: The Benefits of Workforce Management Solutions for Your Business

Key Features of Verint Workforce Management

Verint’s flexible, open, and creative WFM platform enables businesses of all sizes to improve customer experiences and lower operating costs by optimizing their staff. In recent years, the platform has expanded to incorporate AI-powered forecasting tools, scheduling bots, and compliance systems.

Here are some more features of Verint Workforce Management that remove the challenges of leading a constantly expanding workforce:

Optimizing Scheduling and Shift Management

Verint leverages predictive analytics and artificial intelligence to forecast demand, ensuring staffing is optimally aligned to expected workloads across all channels. The solution does this while accommodating employees’ stated preferences for start times, days off, location, and more when generating schedules. This promotes work-life balance and prevents the frustration of understaffing and boredom of overstaffing. Employees feel their individual needs are valued.

Empowering Employees with Self-Service Tools

The solution provides user-friendly web and mobile apps that enable employees to manage their schedules from anywhere easily. Features like shift swaps with automatic approvals, overtime signups, vacation requests, and shift bidding put control and flexibility at employees’ fingertips. By empowering scheduling self-service, staff gain autonomy over their work-life integration.

‍Explore our services on Cloud and Mobile App Solutions

Performance Visibility and Feedback Mechanisms

Verint presents in-depth performance scorecards providing full visibility into employees’ historical and real-time efficiency and effectiveness metrics across the contact center. The system leverages this data to trigger coaching sessions automatically for identified development areas among staff. By tying performance transparency to training opportunities, it enhances motivation.

Proactive Workforce Planning and Management

Sophisticated labor modeling and analytics within Verint WFM enable complex long-term planning of optimal resourcing needs. It accounts for role types, required competencies, regional resources, budget constraints, projected service levels, and more. This level of workforce planning enables adaptable yet stable growth by proactively preparing for market changes.

Seamless Communication and Collaboration

Verint provides Schedule Adherence dashboards, real-time notifications, and alerts that foster seamless communication across the workforce. Additionally, integrated collaboration capabilities break down silos between groups. Enhanced transparency and connectivity lead to greater productivity and employee affiliation.

Flexibility and Work-Life Balance

The range of flexible scheduling options facilitated in Verint WFM, including shift swaps, remote work, compressed work weeks, overtime signup, and more. This enables employees to meet both personal and professional commitments—catering to staff with enhanced work-life balance results in improved wellbeing, engagement, and retention.

Training and Development Opportunities

The host of performance insights available within Verint WFM makes it easy for managers to identify specific and organization-wide competency gaps amongst staff to address through targeted learning interventions. A culture focused on continuous skills elevation keeps employees motivated.

Compliance and Regulation Management

Organizations can leverage Verint WFM to efficiently track and manage scheduling and timekeeping to comply with labor regulations around overtime, holidays, contractor ratios, and more. Automated compliance provides reduced risk.

Real-time Insights and Reporting

With real-time adherence tracking and intraday management capabilities allowing adjustments based on trends, daily/weekly views into performance fluctuations, and more, Verint WFM arms management with the reports and dashboards needed to guide optimal, agile decisions.

Conclusion

Verint’s WFM solution alters the way corporate leaders, managers, and supervisors track, motivate, and empower their employees. This workforce management system is especially useful in the new world of hybrid work since it provides an end-to-end view of your personnel environment, providing you the ability to improve client experiences. 

Furthermore, the cloud-based WFM system provides firms with the resources they need to evaluate how changes in employee performance impact customer satisfaction levels. The solution also improves employee satisfaction by ensuring that every member of your team has the information they need to work effectively.

FAQs

Is Verint Workforce Management suitable for businesses of all sizes?

Yes. Verint Workforce Management is built to scale from small businesses with just a handful of employees to large global enterprises with tens of thousands of contact center agents and back office employees. Cloud deployment further supports rapid scaling.

How quickly can organizations implement Verint Workforce Management?

With experienced implementation professionals, pre-built integrations, and out-of-the-box reporting, Verint boasts some of the fastest WFM deployment timelines in the industry. Simple deployments can be up in under eight weeks. The cloud-based solution further accelerates the speed of deployment.

Can Verint Workforce Management integrate with other systems?

Absolutely. Open APIs allow Verint Workforce Management to integrate with popular contact centers, CRM, and HR platforms like Salesforce, ServiceNow, and Zendesk. This enables unified data sharing.

Does Verint Workforce Management offer real-time analytics?

Yes. Verint provides real-time adherence tracking and intraday management capabilities, allowing adjustments based on trends visible in dashboards, notifications on deviations from the schedule, and more. This empowers optimal decision-making.

How can Verint Workforce Management help reduce employee turnover?

By giving employees greater scheduling flexibility, transparency, and tools to manage work-life balance, Verint WFM helps improve employee satisfaction and retention levels.