Case Study: Human Services Agency of San Francisco achieves accurate forecasting and streamlined scheduling with Verint Systems' Workforce Management Professional

Human Services Agency of San Francisco - Customer Case Study

The Human Services Agency of San Francisco provides critical social services, including CalFresh and Medi‑Cal. After combining the two programs' contact centers, the agency relied on spreadsheets—including separate trackers for 75% of non‑phone staff—which made forecasting and scheduling manual, disorganized, and time‑consuming. Systems and data operations manager Taninha Ferreira led a search for a customizable, user‑friendly tool that could handle the agency’s complex public‑sector needs.

The agency implemented Verint Workforce Management Professional for more than 500 contact‑center agents, gaining cloud‑based customization and reporting that improved shrinkage calculations, forecasting, and schedule planning. The solution increased visibility and transparency across teams, made it easy to modify schedules to close coverage gaps, and enabled supervisors and staff to build accurate, months‑ahead schedules—resulting in faster, more efficient workforce management.

Human Services Agency of San Francisco

Taninha Ferreira

Operational Manager