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
Verint Workforce Management Professional forecasts call volumes to provide the predictability needed to have the right people in the right seats at the right times.
▾ source quote
“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
One hundred contact center agents worldwide are strategically scheduled using a follow-the-sun support strategy.
▾ source quote
“strategically schedule its 100 contact center agents worldwide using a "follow-the-sun" support strategy”
3
Performance data aggregation to Rodeo
Integration
Data from Verint Workforce Management Professional and other key systems is aggregated into a centralized hub called Rodeo for real-time access across every department.
▾ source quote
“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
Customer surveys launch automatically when a support case is closed in Salesforce or at other defined business milestones.
▾ source quote
“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
Customers who report unsatisfactory experiences receive a follow-up call describing the improvement steps the company is taking.
▾ source quote
“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
Real-time scorecards and reporting empower management to guide ongoing behavior-based coaching for agents.
▾ source quote
“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
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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).
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