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Impact 360 Workforce Management

Workforce Management for Enhanced Contact Center Performance

Impact 360® Workforce Management™ is a proven Verint® software solution that simplifies the complex task of contact center forecasting and scheduling while providing performance management and eLearning capabilities.

By better balancing workload with staffing, Impact 360 Workforce Management can help contact centers lower their costs by reducing overstaffing, overtime, and shrinkage (time for which agents are paid, but not producing work).

Self-service capabilities, such as automated shift bidding and swapping, help build morale with agents. Functionality for a Range of Contact Center Requirements Impact 360 Workforce Management provides a wide range of functionality that can help contact centers improve agent performance and customer satisfaction, including:

Forecasting

Contact centers can use Impact 360 Workforce Management to select, combine, and alter historical data to predict future contact volume, handle times, connect rates, and right-party connect rates for daily or weekly projections. Profiles can be set up easily to model contact volume behavior for recurring events and circumstances.

Scheduling

Unlike spreadsheet-based solutions, Impact 360 Workforce Management can produce optimal contact center schedules down to the quarter hour by balancing the defined shift rules, work patterns, breaks, off-phone times, individual skills, proficiencies, and preferences, and targeted service-level goals. If the contact center is outsourced, it can share required staffing data with the outsourcer and load planned staffing data back into Impact 360 Workforce Management, gaining a complete picture of workload and available resources. This can provide more accurate service-level forecasts and enable better intra-day schedule management decisions, even if your outsourcer uses a workforce management system from another provider.

Adherence

Having calculated optimal schedules, Impact 360 Workforce Management can help contact centers ensure that agents adhere to them. The solution provides views of inbound, outbound, and blended contact centers for a complete picture of adherence. Supervisors can simultaneously compare agents’ actual phone, non-phone, and desktop activities against their schedules, receive alerts for out-of-adherence states—even “live monitor” and drill down to recorded interactions directly from the adherence screen to see what’s happening. An advanced adherence exception management function shows employee exceptions graphically across the entire day in real time, allowing supervisors to approve or deny them in one-minute increments.

Intra-day Management

Impact 360 Workforce Management provides a real-time, graphical view of forecasted, actual, and predicted contact volume, handle time, service level statistics, and other key operational metrics. Screen pop-ups and email alerts show deviations from plan, enabling supervisors to adjust forecasts, schedules, and staffing right away.

Multi-site Management

For virtual/at-home and multi-site contact centers, Impact 360 Workforce Management provides a single point of control over the entire network and decision making at individual sites. Information can be rolled up to present a complete picture of the entire contact center operation. Strategic Planner—Impact 360 Workforce Management works with Impact 360 Strategic Planner™ to provide long-term resource planning functionality for multi-skilled contact centers. The solution can be used to create “what if” scenarios for projecting optimum trade-offs among revenue, staffing, overtime, vacations, and training 12 to 18 months in the future.

Agent Self-Service

Impact 360 Workforce Management enables agents to easily manage and contribute to their own schedules without impacting service levels. Using any Web browser, agents can securely add or withdraw time-off requests, swap/bid on shifts, view published schedules, calculate time-off accruals, and check the status of their requests.

Performance Management

Role-appropriate scorecards with an extensive set of predefined KPIs (and the ability to create additional KPIs) display employee performance metrics showing performance against goals. Supervisors can drill directly from the KPIs on the scorecard to specific recordings or adherence screens, compare the performance of agents or groups, and automatically trigger eLearning assignments based on scorecard results for highly targeted training.

Training

Impact 360 Workforce Management helps simplify agent training by enabling eLearning to be assigned automatically and scheduled to minimize the impact on service levels. Using Impact 360 Content Producer™, best-practice recorded interactions can be converted easily into interactive eLearning courses and quizzes. Courses can be assigned based on scorecard results and quality monitoring evaluations. Agents can even assign lessons to themselves to brush up on specific skills, and supervisors can track their adherence to schedule to ensure the sessions are completed.

Coaching

Optional coaching functionality provides out-of-the-box workflow for scheduling, delivering, and tracking coaching that’s integrated with individual quality monitoring evaluation scores and KPIs.

Centralised Administration and Reporting

Impact 360 Workforce Management provides centralised administration and reporting across multiple sites, which can reduce administration overhead and total cost of ownership. Contact centers can choose from an extensive set of standard, pre-configured reports, or conduct ad-hoc queries for custom analysis of operations. Impact 360 Workforce Management can help contact centers lower their costs by reducing overstaffing, overtime, and shrinkage. It can also help enhance productivity and build agent morale.

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