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Verint Introduces TimeFlex Bot for Better Contact Center Scheduling Flexibility

By Tracey E. Schelmetic March 28, 2024

One of the most complex processes a company can engage in is forecasting coverage for labor-intensive processes such as call centers and help desks. Call center managers of old struggled with mathematical formulae that seem somewhat arcane today thanks to modern workforce management technologies. Artificial intelligence (AI), of course, has further improved the WFM process because it creates more accurate forecasts and cuts down on the time it takes to administrate scheduling and forecasting, all while allowing better flexibility for workers…an important tool for employee retention in the call center.

Customer engagement company Verint recently announced the launch of the Verint TimeFlex Bot to redefine agent scheduling flexibility in the contact center, elevating the employee experience (EX) and reducing manual effort for scheduling changes by supervisors. The Verint TimeFlex Bot is one of many Verint bots powered by AI models now available on the Verint Open Platform. The TimeFlex Bot leverages AI with workforce management forecasts. The result, according to Verint, is a frictionless agent scheduling process that improves work/life balance for agents, reduces managerial review and approval time, and generates improved return on investment for contact centers.

The TimeFlex Bot also presents numerous benefits to front-line workers. Agents can earn and spend what’s known as “FlexCoins” to create schedule changes that are optimal for them and for the company. FlexCoins are earned when agents make schedule changes that benefit the company. Agents can then spend those FlexCoins to change schedules to improve their own work/life balance. The technology behind the TimeFlex Bot ensures that the sum of all agent initiated changes is balanced with the needs of the business. The result is an elevated employee experience without manual, labor intensive effort, while also increasing customer experience.

“Early adopters of the Verint TimeFlex Bot saw an average of 10 shift schedule changes per month for every agent,” said David Singer, Verint’s Global Vice President, Go-to-Market Strategy. “Contact center leaders have struggled for years to balance the scheduling needs of their business operations with work/life balance of their agents. Today Verint is offering an AI-powered bot to finally bridge that gap and help brands improve employee experience, engagement and retention while reducing the manual effort associated with frequent schedule changes.”

Edited by Alex Passett
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