Case Study: Stanley Black & Decker Outdoor improves workforce capacity management with Verint Workforce Management Essentials

Stanley Black & Decker Outdoor meets 90% schedule adherence with Verint Workforce Management

Stanley Black & Decker Outdoor, a division of the global tools and outdoor equipment manufacturer, needed to address capacity demands across various departments efficiently. The company turned to Verint, implementing Verint Workforce Management Essentials in the cloud to better manage its contact center resources.

The solution from Verint provided the forecasting, scheduling, and real-time metrics needed to reallocate and cross-train staff, helping to right-size headcount to meet customer demand. As a result, Stanley Black & Decker Outdoor gained optimal visibility into performance and consistently meets or exceeds its monthly goal of 90% schedule adherence, enabling superior customer service.

Stanley Black & Decker Outdoor