Do employees need specialized training to use the Verint TimeFlex Bot?

No, the interface is very intuitive and user-friendly. The drag and drop capabilities make the interface easy to navigate. A short video overview and employees are ready to go.

How can I be sure employee changes won’t impact my service goals?

The complex algorithms continually analyze the schedule for every 15-minute increment. The bot adjusts the value of those increments up or down based on forecasted demand and other variables. Employees can see when their contact center is over or understaffed and can modify their schedules to the benefit of the company. Customers of Verint TimeFlex Bot find the sum of all changes create a schedule that is as effective, if not more so, than the one originally published.

What is call center scheduling software and why is it important?

Call center scheduling software, also known as workforce management (WFM), is a specialized tool that helps managers create and optimize work schedules for call center agents using data like historical call volumes and agent availability. By forecasting peak call times and automating shift assignments, it ensures you have the right number of agents on duty at the right times, reducing customer wait times and preventing over/under-staffing. In essence, it improves operational efficiency and consistency of service while giving agents clarity on their shifts, which is crucial for smooth call center operations.

How is call center scheduling software different from general employee scheduling software?

The key difference is that call center scheduling software is purpose-built for the unique demands of contact centers. Unlike a generic employee scheduling software which might only handle basic shift assignments, call center-focused tools incorporate call and omni-channel volume forecasting, real-time adjustments, and skill-based routing. This means they can predict busy hours and ensure staff with the right skills are scheduled, as well as allow on-the-fly changes when call traffic spikes or an agent calls out. General scheduling tools may lack these advanced features (like integrating with call/chat/email/text queues or allowing automatic shift swaps), so a contact center solution is more suited for maintaining service levels and productivity in a customer contact environment.

What are the benefits of using call center employee scheduling software?

Implementing call center employee scheduling software or WFM can significantly improve both efficiency and employee satisfaction. For managers, it automates time-consuming scheduling tasks, reducing manual effort and errors – freeing up time to focus on coaching or strategic work. It also ensures optimized staffing, which leads to shorter wait times for customers and better service. For agents, a good scheduling system provides more flexibility and fairness (through features like shift swapping or self-service shift bids), which boosts morale. When employees can easily see and adjust their schedules, it accommodates their personal needs and leads to higher job satisfaction and lower turnover. In short, it’s a win-win: the operation runs more smoothly and employees feel more in control and less stressed.

Can contact center scheduling software help reduce agent burnout and attrition?

Yes – a major cause of burnout and attrition in call centers is stress from inflexible schedules and work-life imbalance. Modern contact center scheduling software tackles this by offering agents more control over their schedules (within business limits). For example, enabling employees to independently make schedule changes without manager intervention allows agents to handle personal appointments or unexpected events without excessive hassle. This autonomy greatly reduces stress and helps agents achieve a better work-life balance. As a result, companies see improved retention. In fact, organizations that introduce d flexible scheduling with the Verint TimeFlex Bot saw agent attrition drop by ~25% on average because employees were happier and less likely to quit. By reducing burnout and demonstrating trust in employees, the Verint TimeFlex Bot directly contributes to a more stable, engaged workforce.

How does AI improve call center scheduling software capabilities?

AI and machine learning have become game-changers for call center scheduling. They enable the software to analyze large amounts of historical data and real-time information to make smarter scheduling decisions automatically. For instance, AI can predict call volume surges or lulls with high accuracy and adjust staffing plans accordingly. It can also consider each agent’s skills, preferences, and past performance to allocate shifts in a way that maximizes efficiency and service quality. In practical terms, an automated scheduling system might reassign or recommend extra staff for an unexpectedly busy hour, or suggest schedule tweaks when it detects a pattern (like every Monday morning being understaffed). This level of real-time, data-driven optimization ensures better coverage, reduces idle time when call traffic is light, and minimizes the manual reworking of schedules. The result is a more adaptive and resilient schedule that benefits both the call center’s performance and the agents’ workload balance.

Is call center scheduling software difficult to implement or integrate with existing systems?

Not usually. Many modern call center scheduling solutions are designed to be user-friendly and integrate seamlessly with your existing systems (such as your current workforce management or contact center platform). For example, Verint’s TimeFlex Bot is built to work on top of your existing WFM software and can be up and running in about 30 days. Cloud-based scheduling software often offers APIs or pre-built integrations for common tools (CRM, contact center telephony, HR systems), which means you don’t have to overhaul your entire tech stack to add better scheduling. In general, leading vendors know that ease of implementation is important to customers, so they provide implementation support and configuration options. This way, you can start gaining the benefits (like more efficient schedules and happier agents) with minimal disruption to your operations.

How do I choose the right call center scheduling software for my needs?

Start by considering the size of your team and the complexity of your scheduling requirements. If you run a multi-channel contact center, look for software that supports omnichannel scheduling (accounting for phone, chat, email workloads) and skill-based scheduling. Key features to evaluate include forecasting accuracy, ease of adjusting schedules (intraday management), and agent self-service options (like shift swap tools). You’ll also want to ensure it can handle your specific policies (break rules, labor law compliance, etc.). Compare vendors on metrics like ease of use, integration capabilities, and reporting analytics provided. It’s often helpful to read case studies or reviews in your industry – for example, see if others in similar-sized call centers have achieved improvements in service levels or agent retention with a given tool. Ultimately, the right solution should strike a balance between optimizing coverage for customer service and providing flexibility for your agents, all while fitting into your budget and technical environment.

Verint TimeFlex Bot Supercharges Call Center Scheduling Software

Your employees demand more work/life balance. TimeFlex Bot empowers agents to make unlimited schedule changes.

Real Business Outcomes from Verint Customers

$4.5M Saved

An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility.

Verint TimeFlex Bot receives 2024 CUSTOMER Product of the Year and 2024 Future of Work Product of the Year Awards

TMC, a global, integrated media company, recognized Verint TimeFlex Bot as one of 2024’s most innovative customer experience technology solutions supporting a new era of productive work environments.

Learn more about these awards

Learn more about these awards

Meet the TimeFlex Bot

Provide true call center agent flexibility

Flexible scheduling for “in the moment” changes provides employees with the flexibility needed to improve their work/life balance.

Empower agents

Call center agents can adjust their shifts in real-time without lengthy and restrictive approval processes of historically manual solutions.

Reduce attrition and unplanned absences

The ability to modify their schedules greatly increases the agent experience, reducing attrition as well as unplanned absences.

Simplify the costly manual review processes

By automating agent shift alterations, you can reduce the cost and friction of approvals and replanning.

Call centers lack employee scheduling flexibility

Today’s employees expect scheduling flexibility to support work/life balance, but most contact center scheduling solutions cannot provide this. When you can’t offer your workforce the flexibility and work/life balance they want, your business suffers with high attrition and unplanned absences. This can cost you millions.

The Verint TimeFlex Bot empowers your agents to make unlimited schedule changes. The bot requires no effort for your planners, and the quality of your contact center schedule is enhanced. You’ll see immediate business outcomes with improved attrition, absenteeism, and employee experience.

“The TimeFlex Bot is an amazing tool. I give my deepest thanks to whomever was in charge of bringing this to us because it has allowed us to have greater flexibility with our life.”
Contact Center Agent
Large BPO

How the TimeFlex Bot works

The Verint TimeFlex Bot automatically calculates the impact of shift changes based on forecasted volumes, capacity, and performance. Every 15-minute interval is assigned a “FlexCoin” value based on this calculation. Employees earn FlexCoins when they make a change that is beneficial to the company, for example, when they choose to work an interval for which the company is understaffed. Employees can then spend those FlexCoins to make changes to their schedule as needed.

The TimeFlex bot makes the calculations in real-time, so as employees are making changes, the model stays current. As long as employees maintain a positive FlexCoin balance and don’t change the total number of hours they are working, they can make unlimited changes to align their schedule to the needs of their life.

Increase retention and reduce absenteeism

High agent turnover is one of the most significant costs to a call center; impacting recruitment, training, team leader attention, and your customers who have to rely on agents that are still coming up to speed.

Offering shift flexibility with the TimeFlex Bot has been shown to reduce attrition by an average of 25%, by helping employees better balance work and life.

The Bot also helps reduce absenteeism. For example, say your child has a fever. The medical center can see them at 10 am, but your shift is scheduled to start at 9. To avoid the hassle of submitting a change request to your manager, which is typically a manual process and time consuming, the agent simply calls in sick.

But with TimeFlex, that agent can easily modify their start time to noon and pick up 3 hours on another day. So instead of the team being down one person for a full day, they are only short for 3 hours and the agent doesn’t get penalized for an unplanned absence.

Read how a Telco radically reduced absenteeism with the TimeFlex Bot.

Improving the Agent Experience: Ways to Use AI in Your Contact Center Now

A significant challenge contact center agents face today is the lack of scheduling flexibility, which can lead to high attrition rates and burnout.

In our latest eBook, we present practical automations like the TimeFlex Bot that can improve the agent experience, increase scheduling flexibility, and drive immediate business outcomes.

Download the Ebook

Improving the agent experience: Ways to Use AI in Your Contact Center Now ebook cover.

Enhance overall schedule quality

Providing a great agent experience is no good if it causes poor customer experience. Our algorithm uses the forecast demand, staffing levels, and customer targets in your workforce management solution to balance employee flexibility with the needs of the business. It helps ensure that the sum of all of the changes made by your agents adds up to an optimized schedule that is as good or better than the one that was originally published. A better schedule means lower customer wait times and improved customer experience.

Check out the Playaz episode: A Few Good Minutes on the Uberization of the Contact Center with David Singer

TimeFlex enhances overall schedule quality

“Prior to the TimeFlex Bot, I was absent from work a lot. The bot has empowered me to take control of my work time and I’m no longer torn between being there for my family or our customers.”
Contact Center Agent
eCommerce Technology Provider

It’s fast and easy to get started

Verint TimeFlex Bot works with your existing call center workforce management software, so you can see business outcomes quickly, without ripping out your existing technology. In fact, it only takes 30 days to be up and running to start seeing results.

The interface is simple and intuitive, so agents don’t need to learn complicated new technology. You can choose a subset of your agents to get started and expand at your own pace. It’s easy to track usage of the bot so you can see the impact the bot is having on your agents.

This is a gamechanger for your contact center. Check out this Valoir View snapshot where industry analyst, Rebecca Wettemann, summarizes the value of the TimeFlex Bot.

Check out the Valoir View

TimeFlex delivers AI business outcomes visual

Featured resources

Verint TimeFlex Demo
Verint TimeFlex provides an unprecedented amount of flexibility to call center employees, empowering them to make changes to their schedule when life happens.
Valoir View Analyst Report
The Verint TimeFlex Bot provides agents with autonomous shift changing, shift splitting, and scheduling changes without the need for manager intervention or approval.
Check Out the Infographic
Improving the agent experience eBook
In our latest eBook, we present practical automation solutions, including the TimeFlex Bot, that can improve the contact center agent experience, increase scheduling flexibility, and drive immediate business outcomes.
Read the eBook

Customer success stories

Verint TimeFlex Bot Provides an Unprecedented Level of Schedule Flexibility for Telco Company’s Employees
Learn how Verint helped a leading telecommunications company improve employee satisfaction, enhance operational costs, and reduce costs at once.
Case Study
Multinational Insurance Company Supports Flexible Working with Verint TimeFlex Bot
Discover how a leading general insurer implemented Verint TimeFlex Bot to support and enhance flexible scheduling in its contact...
Case Study
Verint TimeFlex Bot Helps a Leading Member Services Organization
Discover how Verint helped a leading member services organization drive business outcomes and empower contact center agents with Verint...
Case Study

FAQs about the TimeFlex Bot

No, Verint TimeFlex Bot can work with most enterprise workforce management solutions.

A simple, powerful and affordable solution to empower your agents to manage their schedules. Try it yourself!

Thank You

Thank you for your request. A Verint team member will follow up with you soon.

Verint TimeFlex Bot Supercharges Call Center Scheduling Software

Real Business Outcomes from Verint Customers

$4.5M Saved

Verint TimeFlex Bot receives 2024 CUSTOMER Product of the Year and 2024 Future of Work Product of the Year Awards

Meet the TimeFlex Bot

Call centers lack employee scheduling flexibility

How the TimeFlex Bot works

Increase retention and reduce absenteeism

Improving the Agent Experience: Ways to Use AI in Your Contact Center Now

Enhance overall schedule quality

It’s fast and easy to get started

Featured resources

Verint TimeFlex Demo

Valoir View Analyst Report

Improving the agent experience eBook

Customer success stories

Verint TimeFlex Bot Provides an Unprecedented Level of Schedule Flexibility for Telco Company’s Employees

Multinational Insurance Company Supports Flexible Working with Verint TimeFlex Bot

Verint TimeFlex Bot Helps a Leading Member Services Organization

FAQs about the TimeFlex Bot

Do I need to be using Verint Workforce Management in order to use the Verint TimeFlex Bot?

Do employees need specialized training to use the Verint TimeFlex Bot?

How can I be sure employee changes won’t impact my service goals?

What is call center scheduling software and why is it important?

How is call center scheduling software different from general employee scheduling software?

What are the benefits of using call center employee scheduling software?

Can contact center scheduling software help reduce agent burnout and attrition?

How does AI improve call center scheduling software capabilities?

Is call center scheduling software difficult to implement or integrate with existing systems?

How do I choose the right call center scheduling software for my needs?

Start improving your agents’ scheduling experience today!

Thank You