Verint SystemsThe Customer Engagement Company™, introduced new capabilities within its Workforce Management (WFM) solution designed to enable organizations to safely transition back to the workplace.
HR Technology News: TecHRseries Interview with Carlo Fidanza, Chief People Officer at Accedian
“Verint’s market-leading Workforce Management solution provides our customers with the ability to address these challenges with automation.”
As pandemic shelter-in-place restrictions ease, organizations must comply with a host of new workplace requirements and guidelines designed to create healthy workspaces for employees. The Centers for Disease Control (CDC) guidelines recommend social distancing within the office, daily health checks and guidance for workplace hygiene protocols. Workforce planning teams must address these requirements while balancing work volumes with workforce capacity to ensure the delivery of exceptional customer experiences.
HR Technology News: Kofax Donates Power PDF Sale Proceeds to International Red Cross in Support of Front-Line Healthcare Workers
“Returning employees to the workplace requires careful consideration, planning and flexibility. Leaders across the organization must work together to create a productive and safe environment for all employees whether they continue working from home or return to the office,” says Verint’s Nancy Treaster, SVP and general manager, strategic operations. “Verint’s market-leading Workforce Management solution provides our customers with the ability to address these challenges with automation.”
Using existing components embedded within its WFM solution, Verint has created new workflows that customers can use to automatically create a comprehensive schedule that is prescriptive and accommodates traditional workforce management criteria such as skill level, channels, and peak hours, but also incorporates new requirements including:
- The need for staggered start times;
- A mix of work-from-home and in-office agents;
- Safe distancing scheduling recommendations per building capacity, by floor, workspaces or zones to meet regulatory guidelines and provide employee assurances for maintaining a safe workplace;
- Necessary employee health checks, office and desk hygiene time allocations;
- Equal opportunities for employees to rotate in and out of the office and to ensure employees not yet ready to return to the office are not scheduled to do so; and
- Mobile scheduling requests and notifications to employees on schedule changes
HR Technology News: TecHRseries Interview with Michelle Boockoff-Bajdek, CMO at SkillSoft