Case Study: Stanley Black & Decker achieves 20% greater contact center capacity and 15% improved schedule adherence with Verint Systems

Stanley Black & Decker Outdoor Modernizes Contact Center Operations with Verint Workforce Management in the Cloud

Stanley Black & Decker Outdoor (formerly MTD Products) is a global leader in outdoor power equipment and uniquely operates its own contact center to drive customer experience and market growth. The organization sought to improve schedule adherence, operational efficiency, and agent engagement—while better managing seasonal staffing and reducing overtime and call abandonment.

To address this, Stanley Black & Decker implemented Verint Workforce Management Professional in the cloud alongside Vonage telephony and Salesforce, creating a unified platform for forecasting, scheduling, agent communication, and adherence. The solution lifted schedule adherence by 15 percentage points (to 90%+), reduced call abandonment, increased contact-center capacity by 20% without adding headcount, expanded training and coaching by 250% with 80% of agents cross-trained, and enhanced overall agent empowerment and efficiency.

Stanley Black & Decker

Samantha Thompson