Case Study: Stanley Black & Decker Outdoor boosts contact center efficiency with Verint Workforce Management Professional

Stanley Black & Decker Outdoor boosts contact center capacity 20% with Verint

Stanley Black & Decker Outdoor, a worldwide leader in outdoor power equipment, sought to modernize its contact center operations to improve schedule adherence, operational efficiency, and agent engagement. To meet this challenge, the company partnered with vendor Verint to implement its cloud-based Verint Workforce Management Professional solution.

Verint's solution provided automated forecasting and scheduling, which optimized workforce resources. The implementation resulted in a 15% improvement in schedule adherence, a 20% increase in contact center capacity without adding staff, and a 250% expansion in agent training and coaching. Verint enabled Stanley Black & Decker to significantly elevate its customer experience while reducing costs.

Stanley Black & Decker Outdoor