Case Study: Human Services Agency of San Francisco achieves better forecasting, scheduling, and coverage with Verint Workforce Management Professional

Human Services Agency of San Francisco improves forecasting and scheduling with Verint Workforce Management Professional for 500+ agents

The Human Services Agency of San Francisco, a government agency providing critical public assistance programs, faced significant scheduling challenges after merging its CalFresh and Medi-Cal contact centers. Their reliance on manual spreadsheets was disorganized, tedious, and time-consuming, creating a critical need for an effective and highly customizable workforce management tool. The agency selected Verint Systems and its Verint Workforce Management Professional solution to meet their complex operational requirements.

Verint implemented its Workforce Management Professional solution, which provided the necessary customization and transparency. The results included total improvement in forecasting and scheduling, with more visibility and accuracy. The solution automated the process of closing coverage gaps for vacations and sick days and enabled the agency to build schedules out months in advance with improved calculations for shrinkage.

Human Services Agency of San Francisco