ABN AMRO, a leading financial services company, aimed to enhance customer service response times and employee autonomy in its Advice Service Centre. With over four million annual queries, it sought to ensure 90% of customer contacts were answered within 40 seconds. Additionally, it aimed to empower employees to adjust their availability and conversation content based on customer needs. Employee wellbeing was also a priority, requiring a scheduling method granting staff more control over their work schedules. ABN AMRO selected Verint Workforce Management™ to optimize agent schedules in real-time, balancing workload and availability while providing actionable insights for improved productivity, performance, and customer satisfaction.