Call center ai · Production

Bullhorn improves contact center staffing adherence from about 30% to 96% with Verint Workforce Management Professional

The problem

Bullhorn's staffing levels and call volumes were out of sync, with analysts working constantly to keep up with demand and no reliable forecasting capability to scale support as the customer base expanded.

Workflow diagram · grounded in source
1
Call volume forecasting
ai_action
“Forecasting from the Verint Workforce Management Professional solution provides call volume predictability, enabling us to have the right people in the right seats at the right times”
2
Follow-the-sun agent scheduling
output
“strategically schedule its 100 contact center agents worldwide using a "follow-the-sun" support strategy”
3
Performance data aggregation to Rodeo
integration
“aggregate data from Verint Workforce Management Professional and other key systems into a centralized hub called Rodeo, which provides "unfettered" real-time access to all performance data and metrics to every department across the company”
4
Automated survey launch
output
“Surveys launch when a support case is closed in Salesforce, a project is opened or closed by professional services, a case is opened and closed in customer success, and following a deal closure”
5
Closed-loop VoC follow-up
feedback_loop
“Any customer voicing an unsatisfactory customer experience receives a follow-up call to communicate steps the company is taking to make improvements”
6
Agent performance coaching
feedback_loop
“Access to real-time scorecards and reporting empowers management to understand agent performance in one click, and leverage insights to guide ongoing behavior-based coaching”
Reported outcome

Staffing adherence improved from about 30% to 96%, CSAT averaged 96 or greater, and First Call Resolution reached nearly 82%.
The contact center became more cost-effective by eliminating overstaffing during slow periods.

Reported metrics
Schedule adherenceover 96%
Previous schedule adherence benchmark40%
Staffing adherence improvementfrom about 30% to 96%
CSAT scoreover 96
Show all 10 reported metrics
Schedule adherenceover 96%
Previous schedule adherence benchmark40%
Staffing adherence improvementfrom about 30% to 96%
CSAT scoreover 96
CSAT metrics average96 or greater
First Call Resolutionnearly 82%
SLAabove 96%
Follow on SLA100%
Total Resolve96%
Contact center cost-effectivenessmore cost-effective
Reported stack
Verint Workforce Management ProfessionalRodeoACDCRMSalesforce
Source
https://www.verint.com/case-studies/customer-success-story-bullhorn/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Staffing adherence improved from about 30% to 96%, CSAT averaged 96 or greater, and First Call Resolution reached nearly 82%.

What tools did this team use?

Verint Workforce Management Professional, Rodeo, ACD, CRM, Salesforce.

What results were reported?

Schedule adherence: over 96%; Previous schedule adherence benchmark: 40%; Staffing adherence improvement: from about 30% to 96%; CSAT score: over 96 (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Call volume forecasting → Follow-the-sun agent scheduling → Performance data aggregation to Rodeo → Automated survey launch → Closed-loop VoC follow-up → Agent performance coaching.

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