In today’s world, rapid growth doesn’t just create opportunity - it creates complexity, and without workforce management, that complexity will crush even the fastest-growing companies.
That’s where a digital-first
workforce management (WFM) strategy makes the difference. Built to handle the pressures of rapid growth, WFM turns complexity into clarity. It connects systems, unlocks data visibility, and integrates seamlessly across the front and back office. By replacing manual gaps with automation and centralizing how work gets planned, WFM gives teams the precision and agility they need to keep pace with scale - and deliver consistent experiences at every stage of the customer journey.
Across industries as different as home services, fintech, ticketing, and global tech, one theme stands out: rapid growth brought rapid complexity. Each organization was juggling more systems, more integrations, and more data than ever before - and outdated ways of managing people and processes simply couldn’t keep up.
By embracing digital-first WFM, they centralized visibility, unlocked the power of APIs and integrations, and replaced guesswork with smarter automation. Each story is unique, but the outcome is the same: teams that can plan with precision, adapt with agility, and deliver customer experiences that are effortless, reliable, and delight every time. Here’s how these six companies did it - and what your team can take away from their success.
Angi turned its contact center into a reliable engine for customer trust.
Angi: Clarity and confidence across the contact center
For homeowners,
Angi makes finding a trusted professional simple. Behind the scenes, supporting those customers across more than 800 agents and multiple BPOs was a complex, uphill challenge.
Disconnected systems, scattered data, and limited real-time visibility left teams struggling to measure productivity or hold vendors accountable. Supervisors lacked clarity, agents worked without clear benchmarks, and leaders had to overstaff just to protect customer experience. As Angi scaled, rapid growth only multiplied the complexity—data was fragmented, accountability inconsistent, and costs climbing.
To keep pace with its rapid growth, Angi needed a digital-first workforce management solution that could integrate tightly with its care systems, provide accurate forecasting, and deliver visibility across every vendor and channel. That’s where Playvox by NiCE came in.
By connecting systems through APIs and introducing real-time workforce insights, Angi gave supervisors, agents, and leaders a single source of truth. Scheduling became more balanced, forecasting more reliable, and performance metrics available on demand. BPO partners could now be held accountable with data-backed contracts, and agents gained the transparency they needed to stay engaged and productive.
On the cost side, automated forecasting drove a 30% reduction in per-FTE expense—saving $213,120 in just the first four months and setting Angi up for a projected $1M+ in annual savings.“We had virtually no ability to understand in real time if our agents were maximizing their productivity. We were forced to drastically overstaff to hit customer experience targets, with minimal confidence in performance if we staffed closer to requirements,” said Rob Lajeunesse, Director of CX Strategy and Operations, Angi.
With clarity restored, Angi turned its contact center into a reliable engine for customer trust. Supervisors can coach in the moment, agents have clear benchmarks, and leaders make confident decisions based on real-time insight.
The result was:
- Controlled costs
- Accountable vendors
- A predictable world where experiences are consistent, transparent, and fair for both customers and employees
Read more about Angi’s transformation.SeatGeek runs a CX operation that keeps pace with its rapid growth.
SeatGeek: scheduling built for the speed of live events
SeatGeek is transforming how fans buy and sell tickets to concerts, games, and live performances. But rapid growth brought rapid complexity. The CX team swelled to over 100 agents across in-house and BPO partners, while call and chat volumes surged more than 50% year over year. Manual scheduling and spreadsheets could no longer keep up.
With forecasting spread across Google Sheets, reporting scattered between platforms, and complex SLAs across multiple channels, leaders had little real-time visibility. Intraday adjustments were a gamble, productivity was difficult to measure, and operational efficiency began to slip. SeatGeek needed a workforce management solution built for digital scaling - one that could bring clarity to a complex operation.
After evaluating eight vendors, SeatGeek chose a platform that stood out for its automation, flexibility, and seamless integrations with multiple CRM’s. Out-of-the-box, the solution could accommodate:
- 20–30 unique task types
- Automate complex scheduling
- Forecast coverage with confidence across every channel
For the first time, leaders had real-time insight into performance and staffing patterns, while agents and BPO partners alike gained clear accountability.
“We have an extremely complex scheduling process with 20 to 30 different tasks that can be assigned to team members at any given time. We needed a tool that accommodated how we work and could automatically schedule based on all the parameters we put in place. Playvox by NiCE Workforce Management had the flexibility to meet our requirements out-of-the-box,” said Kayla Roden, Manager of CX Operations, SeatGeek.
With centralized visibility and automation in place, SeatGeek reduced scheduling complexity tenfold and transformed forecasting into a strategic advantage.
As the business continues to scale and evolve, the 100% cloud-based model ensures SeatGeek can adapt quickly to change - without ever losing insight into team performance.Today, SeatGeek runs a CX operation that keeps pace with its rapid growth: coverage where it’s needed, omnichannel support aligned to demand, and customers who know every interaction will run smoothly - every time they reach out.
The result is a predictable NiCE world where fans can trust the experience as much as the event itself.Learn how a unified AI platform gave SeatGeek a boost.Afterpay’s new digital-first workforce management solution is built for complexity and change.
Afterpay: Agility for a buy now, grow fast world
When buy-now-pay-later leader
Afterpay doubled its customer base to 11 million, contact center efficiency was stretched thin. Rapid growth brought rapid complexity—multiple BPO partners, limited historical data, and unpredictable spikes in demand made staffing feel more like guesswork than strategy.
By adopting a
digital-first workforce management solution built for complexity and change, Afterpay gained the tools to scale with confidence. API-driven integrations and real-time dashboards connected internal teams and outsourced partners in one view, creating consistency in how success was defined and measured. Automated forecasting replaced manual processes, aligning staffing to demand with confidence and agility.
The results? A 30% boost in agent productivity, along with measurable improvements in QA and CSAT scores.“The joy of working with Playvox by NiCE is that they get the Afterpay Way,” said Yvonne Gilmour, Head of Service Delivery, Afterpay. “Our business is continually changing, and we need a partner that gets that and adapts with us.”
With smarter forecasting and unified visibility, Afterpay scaled seamlessly across regions while improving agent productivity by nearly 30%. QA and CSAT scores also rose, proving that growth doesn’t have to come at the expense of customer experience. Today, Afterpay continues to expand globally with the confidence that every interaction is backed by clarity, accountability, and agility, the NiCE way.
See more about how Afterpay scaled seamlessly.MongoDB empowered agents and ensured customers can get expert support anytime, anywhere.
MongoDB: 24/7 support for a global customer base
MongoDB empowers innovators around the world to create, transform, and disrupt industries with software and data. Supporting that mission requires a customer operations team that never sleeps. With hundreds of technical agents across regions and time zones, MongoDB needed a scheduling system as sophisticated as its platform - one that could provide 24/7 coverage without sacrificing agent flexibility or service quality.
But as rapid growth brought rapid complexity, operations were strained. Five regional schedulers were managing operations with spreadsheets and calendar tools. Each used different processes, creating inconsistencies in coverage, gaps during daylight saving shifts, and errors that impacted both agents and customers. Forecasting was unreliable, schedules often overlooked agent preferences and availability, and scaling became increasingly difficult as MongoDB’s customer base grew.
“Since we didn’t have a consistent way of forecasting and scheduling, it was difficult if a particular scheduler was out of the office,” explained Anokhee Mepani, Director of Global Operations / Technical Services, MongoDB. “The Playvox by NiCE WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate.”
After evaluating multiple vendors - and even considering building an in-house system -MongoDB chose a platform that delivered the flexibility, cloud delivery, and open APIs it needed. The solution offered:
- Out-of-the-box functionality
- Ability to scale and adapt as the business grew
- Centralized scheduling across all regions
MongoDB gained efficiency, consistency, and the agility to cover PTO and intraday needs without disruption.
What changed first was confidence. Agents trusted their schedules. Leaders trusted the data. And customers felt the difference. MongoDB turned rapid growth into reliable consistency - scaling a complex, always-on global contact center while empowering agents and ensuring customers get expert support anytime, anywhere. That’s the NiCE world: where staffing meets demand on a truly global scale.
Read more about MongoDB’s rapid growth.Neo Financial centralized visibility across partners and equipped leaders with a wealth of reporting options.
Neo Financial: Powering seamless CX in digital banking
Neo Financial is rewriting Canada’s banking playbook as a digital-only challenger. But rapid growth brought rapid complexity. While the customer experience was designed to be seamless, behind the scenes the CX team faced hurdles that felt anything but modern. Messy data mapping created inaccurate forecasts, and a patchwork of systems that didn’t talk to each other created blind spots. Managing schedules across full-time and part-time staff only added to the strain.
The stakes were high: with a growing customer base and multiple partners to support, Neo needed accurate forecasting, clear integration between systems, and schedules that flexed to meet demand without missing SLAs.
To untangle the complexity, the team remapped critical data flows, resolved integration snags, and rebuilt schedules that flexed with Neo Financials’ staffing mix - maintaining coverage and compliance while adapting to rapid growth. The result was a unified, digital-first WFM system that centralized visibility across partners and equipped leaders with a wealth of reporting options that far surpassed what they had before.
“Stronger forecasting and distribution data has increased our schedule effectiveness leading to a 20%-30% increase in overall service level, reduction in average speed of answer by 2–3 minutes and an increase in employee engagement with more structured scheduling,” said Cody Dafoe, Director of Performance Enablement, Neo Financial.
The transformation came fast:
- Forecast accuracy tightened
- Schedules flexed seamlessly
- Productivity climbed
Neo Financial turned rapid growth into reliable consistency - giving its team the clarity to scale and its customers the seamless experience they expect. That’s the NiCE world: where digital-first banking meets predictable operations.
Learn how Neo Financial started giving customers seamless experiences.Creditas turned raw data into actionable insights to spot patterns, coach effectively, and guide performance.
Creditas: Visibility that turns data into action
Creditas is one of Latin America’s most innovative fintechs, reshaping the credit market in Brazil and Mexico with digital-first solutions across home, auto, payroll, and insurance. But rapid growth brought rapid complexity. Workforce performance metrics like adherence, punctuality, shrinkage, and productive tasks were tracked manually - if at all. Schedules were slow and error-prone, and leaders lacked the real-time visibility needed to translate data into meaningful action.
“Playvox by NiCE helped us a lot to identify our operational opportunities, giving us tools to track our agents’ shifts and give more accurate feedback,” said Eloar Crepalde, Customer Experience Manager, Creditas. “We started to track metrics we didn’t before, such as adherence and punctuality. We even managed to decrease our leave rate because we began to organize and follow it easily with Playvox by NiCE’s leave management page.”
Creditas made improvements, such as:
- Automated scheduling and forecasting
- Streamlined leave management
- Real-time visibility into KPIs
Charts and reports turned raw data into actionable insights, enabling managers to spot patterns, coach effectively, and guide performance in the moment.
The impact was clear. Schedule adherence improved by 16%, punctuality rose by 25%, and operational visibility sharpened across the board. Managers could make faster, more confident decisions, while employees benefited from fairer, more transparent scheduling.
“Playvox by NiCE is a very important partner for us at Creditas,” said Crepalde. “They follow us closely, understanding our business challenges and matching them with operational opportunities. That helps us use our metrics and results to make strategic decisions every day.”
By connecting visibility into action, Creditas replaced manual tracking with measurable improvements - demonstrating how smarter workforce management can drive efficiency, strengthen culture, and build lasting trust. In the NiCE world, that means giving teams the tools to see clearly and act with confidence.
Read more on how Creditas replaced manual tracking with business gains.Where CX wins really begin
From home services to fintech, from live events to digital banking, the story was the same: rapid growth fueled even faster complexity. Old ways of working—spreadsheet scheduling, siloed systems, manual fixes—couldn’t keep pace. Without better visibility and integration, growth risked becoming a barrier instead of a breakthrough.
With Playvox by NiCE Workforce Management, real-time visibility replaced blind spots, automation cut through manual chaos, and scheduling shifted from reactive to proactive. The result? BPOs became accountable, agents more engaged, and both customers and employees gained confidence of consistency they could trust.
And when every interaction is staffed with precision, customers experience something rare in today’s world: effortless connections that build trust and loyalty at scale.
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