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

Stanley Black & Decker Outdoor boosts schedule adherence by 15% with Verint

Stanley Black & Decker Outdoor, a division of the global tools and outdoor equipment manufacturer, sought to automate and improve its contact center operations. The company turned to Verint, implementing Verint Workforce Management Essentials to address its scheduling and staffing needs.

The solution, part of the Verint Open CCaaS Platform, integrated with the company's telephony and CRM systems. This Verint implementation provided greater automation, flexibility, and visibility, leading to a more than 15% increase in schedule adherence, improved average handle time, and enhanced employee and customer experience.

Stanley Black & Decker Outdoor