Case Study: Bullhorn achieves 96% staffing adherence and 96% CSAT with Verint Monet Workforce Management (Verint Systems)

Bullhorn - Customer Case Study

Bullhorn, a global leader in staffing software serving more than 10,000 customers, faced rapidly growing call volumes that outpaced its support staffing—leaving a small team of analysts struggling to maintain the company’s high standard for customer experience. The company needed better forecasting and workforce planning to align staffing with demand and preserve its CX excellence as it scaled.

Bullhorn deployed Verint Monet Workforce Management and integrated its data into a centralized “Rodeo” hub, enabling follow-the-sun scheduling for ~100 agents, real-time performance visibility, and automated voice-of-customer feedback. The change drove staffing adherence from about 30% to 96%, schedule adherence to over 96% (vs. 40% previously), CSAT to over 96%, First Call Resolution to ~82%, and SLA metrics above 96% (Follow on SLA 100%), while reducing hold times and optimizing staffing costs.

Bullhorn

JR Stricker

Senior Vice President of Support