Sberbank of the Russian Federation (Verint Impact 360 WFM - Verint Workforce Management)

In the call center (CC) of Sberbank in which works several hundred employees in different time zones the volume of work is tens of thousands of requests a day. In 2010 the WFM Impact 360 system of Verint company was implemented here. It allows to plan the flexible working schedule of personnel with a duration of changes of agents from 3 to 12 hours and gives the chance to precisely predict daily and long-term loading, to monitor changes of workload during the day, to compare real values to forecasts and to take the corresponding actions.