Verint Debuts One Workforce Approach for the Call Center at Engage 2022 Event

Once upon a time, call center work was highly segmented, often by channel. Some agents handled phone calls, others were dedicated to emails. Even in recent years, customer support was still siloed by newer channels such as social media.

Customer experience management Verint says that this isn’t an approach that’s helping advance customer engagement. Many customers today will reach out via multiple channels, and a siloed approach will often feel disjointed and ineffective.

“You no longer need to organize your workforce by channels and dedicate teams to individual channels, something that can create organizational silos, pockets of inefficiency and limit customer journey flexibility,” said Dan Bodner, CEO of Verint (News - Alert). “A One Workforce approach offers the ability to orchestrate the workforce as one large pool of resources, to allocate the right work to the right resource at the right time. With a One Workforce approach, you have the flexibility to allocate work to resources based on business priorities – and because such priorities can change quickly – the agility to make such changes in real-time.”

The company announced its One Workforce approach at its partner conference event, Engage 2022, in Orlando. The benefits of a One Workforce approach are a high-quality customer experience, no matter what channel is used or what type of employee (human, bot, hybrid) handles the engagement, the amplification of workforce efficiencies through an any-agent/any-channel workforce, and the improvement of scheduling flexibility and onboarding of additional channels as well as shared services and hybrid workforce models.

“Throughout the conference, attendees will gain insight on how the Verint Cloud Platform supports the One Workforce approach, supported by new innovations in Engagement Orchestration, Knowledge Management and Workforce Management, to empower employees and bots as they engage with the customer across all channels,” says Verint’s David Singer, vice president, go-to-market strategy.

Edited by Erik Linask