Verint Omnichannel

Enhancing Workforce Management Potential: A Comparison of Training vs. Tool Add-Ons for Verint WFM

May 27, 2024



The fast-paced and dynamic contact center environment demands effective workforce management solutions that deliver maximum results. The ability to optimize staffing levels, accurately forecast demand, and empower employees with the right tools and skills is crucial for meeting customer expectations and driving operational efficiency.

This blog delves into the vital components of Verint Workforce Management (WFM), focusing on comparing investing in workforce management training and leveraging tool add-ons for Verint WFM. 

By understanding the nuances of these approaches, contact centers can make informed decisions to enhance their workforce management potential and improve the service they deliver.

The Importance of Effective Workforce Management

Effective workforce management goes beyond scheduling shifts and managing workloads. It involves aligning employee skills with business goals, fostering a culture of continuous improvement, and leveraging technology to streamline operations. With the right strategies, contact centers can maximize productivity, improve employee satisfaction, and deliver exceptional customer experiences.

The Role of Training and Technology

Training is pivotal for equipping workforce managers with the skills to optimally utilize Verint Workforce Management (WFM). Effective training enables them to optimize resource allocation, interpret data insights, and drive operational excellence. 

On the other hand, technology, particularly tool add-ons for Verint WFM, offers advanced capabilities to optimize workforce management processes. These add-ons complement core WFM functionalities, providing scalability, customization options, and integration capabilities to meet evolving business needs.

Exploring What Verint Workforce Management Offers

Verint Workforce Management (WFM) is a comprehensive solution for optimizing workforce planning, scheduling, and performance across contact centers and back-office operations. It empowers contact centers to align staffing levels with customer demand, improve agent productivity, and enhance operational efficiency.

At the core of Verint WFM is its ability to accurately forecast workload, allocate resources effectively, and monitor performance in real time. Verint WFM enables contact centers to make data-driven decisions, mitigate staffing gaps, and deliver consistent service levels by leveraging advanced analytics and automation capabilities.

Features and Benefits of Verint WFM

a. Forecasting and Scheduling

Verint WFM provides robust forecasting tools that analyze historical data, seasonal trends, and business insights to predict future workload accurately. This enables contact centers to optimize staff schedules, efficiently allocate resources, and ensure adequate coverage during peak hours – avoiding the pitfalls and costs associated with overstaffing and understaffing.

b. Agent Performance Management

With Verint WFM, contact centers track agent performance metrics, such as adherence to schedules, productivity levels, and interaction quality. This data-driven approach allows workforce managers to identify training needs, recognize top performers, and proactively address performance gaps.

c. Real-Time Monitoring and Reporting

Verint WFM has real-time monitoring capabilities that provide visibility into workforce activities, service levels, and operational metrics. Managers can access customizable dashboards, receive alerts for critical events, and generate insightful reports to optimize decision-making and drive continuous improvement.

d. Scalability and Flexibility

One of the key advantages of Verint WFM is its scalability and flexibility to adapt to changing business requirements. Whether managing a small team or a large-scale operation, Verint WFM offers configurable options, integration capabilities, and cloud-based solutions to support organizational growth and agility.

e. Enhanced Customer Experience

By optimizing workforce management processes, Verint WFM contributes to delivering enhanced customer experiences – Improved agent productivity, reduced wait times, and personalized interactions lead to higher customer satisfaction, loyalty, and retention rates.

f. Cost Savings and ROI

Investing in Verint WFM translates into tangible cost savings and return on investment (ROI). Contact centers achieve significant cost reductions and enhance overall financial performance by optimizing staffing levels, reducing overtime expenses, and improving operational efficiency.

While Verint Workforce Management (WFM) offers a robust suite of features and benefits that streamline workforce operations, many contact centers still need help harnessing its full potential. Despite having access to advanced forecasting, scheduling, and performance monitoring tools, some contact centers are still unable to reach their goals and maximize ROI from their WFM investments. 

This raises the question: Why do some contact centers not see the desired impact from WFM?

It often boils down to one of two answers:

  1. Additional training is needed to help teams and leaders fully leverage the solution

  2. WFM’s functionality out of the box doesn’t have what the contact center needs to fully realize its potential.

The question then becomes, which one does your contact center need, additional training or an add-on?

An Overview of Workforce Management Training

Effective utilization of Verint Workforce Management (WFM) hinges on the skills and proficiency of workforce managers. Comprehensive training programs tailored to their roles and responsibilities are essential to unlock the full potential of WFM and drive operational excellence in contact centers.

Key Components of Workforce Manager Training

  1. Verint WFM System Mastery: 

Training programs provide in-depth knowledge and hands-on experience with Verint WFM functionalities. This includes mastering scheduling tools, interpreting performance metrics, generating insightful reports, and leveraging automation features to increase efficiency.

  1. Advanced Forecasting and Planning: 

Workforce managers need to understand advanced forecasting techniques, demand modeling, and capacity planning within the Verint WFM framework. This enables them to forecast workload accurately, optimize staffing levels, and align resources with business needs.

  1. Real-Time Monitoring and Decision-Making: 

Training on real-time monitoring capabilities offered by Verint WFM, such as live dashboards, performance alerts, and ad hoc reporting is helpful. Through this training, workforce managers learn to make data-driven decisions, address operational challenges promptly, and drive continuous improvement.

  1. Optimizing Agent Performance: 

Workforce manager training encompassing strategies for optimizing agent performance, including adherence management, productivity analysis, coaching techniques, and recognition programs empowers managers to enhance agent engagement, improve service quality, and achieve performance targets.

  1. Change Management and Adaptability: 

Given the dynamic nature of contact center operations, training should also cover change management principles, adaptability to evolving technologies, and best practices for implementing process improvements. Workforce managers learn to navigate organizational changes, drive the adoption of WFM enhancements, and foster a culture of continuous learning.

The Benefits of Comprehensive Workforce Manager Training

  • Enhanced WFM Utilization: 

Well-trained workforce managers can leverage Verint WFM functionalities to their fullest potential, optimizing workforce planning, scheduling accuracy, and resource allocation.

  • Improved Operational Efficiency: 

Training equips managers with the skills to identify bottlenecks, streamline workflows, and implement process improvements using WFM tools, leading to improved operational efficiency and cost savings.

  • Maximized ROI on WFM Investments: 

By investing in comprehensive workforce manager training, contact centers maximize ROI on their Verint WFM investments, achieving measurable outcomes, and sustaining long-term success in workforce management.

  • Data-Driven Decision-Making: 

With a deep understanding of WFM analytics, workforce managers can make informed decisions based on real-time data insights, driving performance improvements and strategic planning.

  • Empowered Team Leadership: 

Training fosters effective leadership skills among workforce managers, empowering them to motivate teams, address performance challenges, and align operations with organizational goals.

An Overview of Tool Add-Ons for Workforce Management

In addition to robust workforce management training, contact centers can enhance their operational capabilities by leveraging tool add-ons designed to complement Verint Workforce Management (WFM). These add-ons offer advanced functionalities that extend the capabilities of WFM solutions, providing contact centers with greater flexibility, scalability, and customization options.

Types of Tool Add-Ons

  1. Forecasting Enhancements: 

Some tool add-ons offer advanced forecasting algorithms and modeling capabilities, allowing contact centers to generate more accurate demand forecasts, optimize workforce scheduling, and proactively address staffing needs.

  1. Performance Analytics:

Tool add-ons include enhanced performance analytics tools that provide deeper insights into agent productivity, service levels, and customer interactions. This enables workforce managers to identify performance trends, measure KPIs, and make data-driven decisions to improve operational efficiency.

  1. Automation and Integration:

Certain add-ons focus on automation and integration capabilities, streamlining processes, and enhancing cross-platform functionality. They enable seamless data exchange between WFM systems and other business applications, reducing manual tasks and improving workflow efficiency.

  1. Real-Time Monitoring and Alerts: 

There are tool add-ons that may offer real-time monitoring features with customizable dashboards, alerts, and notifications. This allows workforce managers to monitor key metrics, identify anomalies or bottlenecks, and take timely actions to address operational challenges.

  1. Customization and Configuration:

Some add-ons provide extensive customization and configuration options, allowing organizations to tailor WFM workflows, reporting templates, and user interfaces to their specific needs. This level of flexibility enables organizations to adapt quickly to changing business requirements and operational priorities.

The Benefits of Tool Add-Ons

  • Scalability: 

Tool add-ons enhance the scalability of WFM solutions, allowing organizations to accommodate growth, seasonal fluctuations, and evolving business needs without compromising performance.

  • Customization and Tailoring: 

Add-ons offer customization options that empower organizations to tailor WFM functionalities to their unique processes, workflows, and performance metrics, improving overall efficiency and effectiveness.

  • Integration and Interoperability: 

By integrating seamlessly with existing systems and applications, tool add-ons enhance interoperability, data visibility, and workflow automation, reducing silos and improving cross-functional collaboration.

  • Enhanced Analytics and Decision-Making: 

Tool add-ons provide advanced analytics capabilities that enable organizations to extract actionable insights from WFM data, optimize resource allocation, and make informed decisions to drive continuous improvement.

  • Cost-Effective Solutions: 

Leveraging tool add-ons can result in cost-effective solutions by optimizing workforce management processes, reducing manual efforts, and improving operational efficiency, leading to tangible ROI and improved financial performance.

Strategic Decision-Making: Choosing Between Workforce Training and Tool Add-Ons for WFM

When navigating the landscape of workforce management solutions, understanding your key decision-making factors is crucial. 

Below, we outline scenarios and considerations that can help guide the choice between Workforce Management Training and Tool Add-Ons for WFM, empowering contact center leaders to make informed decisions that align with their strategic goals and operational needs.

Wrapping Up

The decision between Workforce Management Training and Tool Add-Ons for WFM is a strategic one that depends on various factors such as organizational goals, budgetary considerations, technological readiness, and long-term sustainability. By carefully evaluating these decision-making factors and understanding the unique benefits each solution offers, contact centers can optimize their workforce management strategies and drive performance excellence.

It's important to note that there is no one-size-fits-all approach, and the best solution often lies in a combination of workforce training and tool add-ons that align with the contact center’s specific needs and objectives. Ultimately, the goal is to empower employees, enhance operational efficiency, and deliver exceptional customer experiences.

For over two decades, SPAR Solutions has been a trusted partner for contact centers, offering advisory services and tailored solutions to solve the most complex challenges. Our WFM practice offers comprehensive, standalone training programs to enhance your workforce management capabilities.

We also have our Universal Omnichannel Adapter on the Verint Marketplace to address the issue of missing data feeds in workforce forecasting. This adapter seamlessly integrates data from diverse channels, ensuring accuracy and efficiency in decision-making processes.

If you're looking for guidance on optimizing your Verint WFM system, we're here to assist. Whether it's choosing between training programs or add-on tools, we can help tailor the right solution to align with your goals and requirements.

Verint Solutions

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