--- title: Verint Workforce Optimization - Group Elite description: Verint Impact 360 Workforce Optimization - Call Center RFP Questions, Call center Business Consulting, Software Implementation, support and maintenance --- [![Group-Elite-logo-2020-upper left web](https://www.groupelite.com/hs-fs/hubfs/Group-Elite-logo-2020-upper%20left%20web.webp?width=2196&height=861&name=Group-Elite-logo-2020-upper%20left%20web.webp "Group-Elite-logo-2020-upper left web")](https://www.groupelite.com/) ![](https://www.groupelite.com/hubfs/bars-solid.svg) [**](https://www.groupelite.com/contact-center-expertise#test-popup) ** # **Workforce Optimization** Engaged employees lead to great customer service [![Contact Us](https://no-cache.hubspot.com/cta/default/7576331/42016097-cfd9-4355-92d1-5d27638133fc.png)](https://cta-redirect.hubspot.com/cta/redirect/7576331/42016097-cfd9-4355-92d1-5d27638133fc) [![Demo](https://no-cache.hubspot.com/cta/default/7576331/ebb680f4-52ec-4ac6-ae87-935b695c09f5.png)](https://cta-redirect.hubspot.com/cta/redirect/7576331/ebb680f4-52ec-4ac6-ae87-935b695c09f5) ## [![verint](https://www.groupelite.com/hs-fs/hubfs/verint.jpg?width=438&name=verint.jpg)](https://www.groupelite.com/verint-strategic-partner)   - ![Verint KPI Review](https://www.groupelite.com/hs-fs/hubfs/Verint%20KPI%20Review.png?width=450&name=Verint%20KPI%20Review.png)Contact Center Business Consulting - Implementation, support and maintenance - Contact Center RFP Questions ## Workforce Management Simplify your forecasting, scheduling and real-time adherence with Workforce Management (WFM) software.  WFM is designed to work across the enterprise, regardless of whether it is a call center, back office or an in-person service.  Our team can help you: - Setup performance tracking - Build stronger adherence and produce optimal schedules - Setup WFM integrations with payroll systems - Setup WFM Mobile App for employee engagement [![Click Here for Services](https://no-cache.hubspot.com/cta/default/7576331/21286710-3ba2-4696-9a51-780086729ad7.png)](https://cta-redirect.hubspot.com/cta/redirect/7576331/21286710-3ba2-4696-9a51-780086729ad7) ## Speech Analytics Identify what factors can improve customer satisfaction, improve processes and products, and enhance agent productivity and performance with multi-channel analytics.  Our team can help you: - Understand and learn speech analytics best practices - Setup Automated Quality Management (AQM) - Training to categorize interactions into key business initiatives such as Customer Satisfaction, Repeat Interactions, and Website Inquiries.  [![Click Here for Services](https://no-cache.hubspot.com/cta/default/7576331/21286710-3ba2-4696-9a51-780086729ad7.png)](https://cta-redirect.hubspot.com/cta/redirect/7576331/21286710-3ba2-4696-9a51-780086729ad7) ## Guidance & Automation  Guidance and automation can perform repetitive, time-consuming tasks.  These solutions provide software robots that can completely replace the need for manual processing of specific tasks or entire multi-step processes, automating and executing them around the clock.  RPA increases employee capacity and processing speed by freeing them up for higher value activities.  Our team can help you: - Review agent guidance needs - Link guidance and self-service - Execute and maintain agent on-screen steps [![Click Here for Services](https://no-cache.hubspot.com/cta/default/7576331/21286710-3ba2-4696-9a51-780086729ad7.png)](https://cta-redirect.hubspot.com/cta/redirect/7576331/21286710-3ba2-4696-9a51-780086729ad7) ## Quality Management QM allows you to focus on the areas that matter to your company and customers and achieve your goals. Incorporate business data with call recording to create an evaluation plan around the calls that you want to focus on. Supervisors can pre-define their quality plan and let the system select calls based on business needs whether this is high value calls, outliers, past coaching areas or attainment of specific KPI’s.  Our team can help you: - Implement best practices in calibration - Integrate speech analytics and AQM (Automated Quality Management) - Custom reporting - Linking your QM and training requirements - Migrate from old platforms to the Verint QM platform [![Click Here for Services](https://no-cache.hubspot.com/cta/default/7576331/21286710-3ba2-4696-9a51-780086729ad7.png)](https://cta-redirect.hubspot.com/cta/redirect/7576331/21286710-3ba2-4696-9a51-780086729ad7) ## Voice of the Customer Leverage VoC solutions to help you to understand every moment and speed the impact of improved experiences for your customers, employees, and business.  Capture and analyze direct feedback from customers and employees, including best-in-class benchmarks and board-quality metrics.  Our team can help you: - Incorporate VoC results into Quality Management - Create custom dashboards with real-time alerts - Setup case management - Operationalize metrics across your organization [![Click Here for Services](https://no-cache.hubspot.com/cta/default/7576331/21286710-3ba2-4696-9a51-780086729ad7.png)](https://cta-redirect.hubspot.com/cta/redirect/7576331/21286710-3ba2-4696-9a51-780086729ad7) ## Gamification Gamification uses game mechanics and behavior science to clearly present role-specific goals in the form of key performance metrics (KPIs), and offer next best actions to improve their skills or knowledge in a specific area. Employees are awarded points and badges for reaching performance targets.  Our team can help you: - Accelerate on-boarding of call center new hires - Drive "on the job learning” by presenting quizzes, surveys, polls, embedded videos, and presentations in a dynamic and engaging format [![Click Here for Services](https://no-cache.hubspot.com/cta/default/7576331/21286710-3ba2-4696-9a51-780086729ad7.png)](https://cta-redirect.hubspot.com/cta/redirect/7576331/21286710-3ba2-4696-9a51-780086729ad7) ![3 Recommendations](https://www.groupelite.com/hubfs/3%20Recommendations.png) ![Text Here](https://cdn2.hubspot.net/hubfs/4130406/lg_icon_11.png) Work From Home ### Three Recommendations for Managing Work From Home Employees Recently, Verint customer, John Barker, Managing Director at Capita, a large UK business process outsourcer, shared his story at Verint Virtual. He made three recommendations for organizations managing a remote/work-from-home workforce. [ Learn Best Practices→ ](https://www.groupelite.com/blog/three-recommendations-for-managing-work-from-home-employees) ![man-wearing-headphones-while-looking-at-macbook](https://www.groupelite.com/hubfs/man-wearing-headphones-while-looking-at-macbook.jpg) ![Text Here](https://cdn2.hubspot.net/hubfs/4130406/lg_icon_11.png) Best Practices ### How do I monitor my contact center agents working from home? Predicting the challenges of engaging work-from-home (WFH) employees and seeing these struggles sooner is our "new normal". Now isn't the time to tweak your monitoring form or add a new script; now is the time to lean on technology to uncover pain, learn from it and fix it -- FAST! [ Contact Center Ideas→ ](https://www.groupelite.com/blog/monitor-my-contact-center-agents-working-from-home) ![cherry picking](https://www.groupelite.com/hubfs/cherry%20picking.jpg) ![Text Here](https://cdn2.hubspot.net/hubfs/4130406/lg_icon_11.png) Best Practices ### Cherry-Picking Calls for Coaching Leads to Frustration Cherry-picking calls for coaching happens. I’ve seen it time and time again. Intentional or not, cherry-picking happens naturally and is perceived as unfair. So what’s the best way to ensure your Quality team isn’t being too choosy? Here are some steps to fix the cherry-picking dilemma. [ Read the blog post→ ](https://www.groupelite.com/blog/cherry-picking-coaching-calls-leads-to-frustration) ![b2b_inbound_sales_agencies](https://www.groupelite.com/hs-fs/hubfs/b2b_inbound_sales_agencies.webp?width=1920&height=1280&name=b2b_inbound_sales_agencies.webp) ## Create Your Next Opportunity. Our contact center specialists are ready to help you explore the next horizon for improving your contact center performance. Book a conversation today ! 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