Case Study: Mason Companies Inc. boosts scheduling efficiency with Verint Workforce Management Professional

Mason Companies Inc cuts scheduling time by 90% with Verint Systems

Mason Companies Inc., a family-owned multichannel retailer, faced challenges in efficiently forecasting and scheduling for its 330-agent contact center using manual spreadsheets. This process was time-consuming and struggled to adapt to seasonal spikes. Seeking to optimize its workforce, Mason turned to vendor Verint and implemented Verint Workforce Management Professional.

The Verint solution provided accurate forecasting, flexible scheduling, and real-time adherence reporting. This allowed Mason to make rapid adjustments. The results were significant: administrative time for scheduling dropped by 90%, schedule adherence increased from 60% to 80%, and calls per agent rose by 7%. Verint's tool empowered Mason to greatly improve operational efficiency.