Case Study: FNBO

How First National Bank of Omaha (FNBO) grows with its customers using CXone Mpower

FNBO uses CXone Mpower to scale with customer needs, lower tech costs, and empower teams with AI-driven insights.

30%

Contact center workforce enrollment in Flex

Reduction

In absenteeism and agent burnout

- Industry
  Financial
- Region
  North America
- Company size
  Enterprise
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ABOUT

First National Bank of Omaha (FNBO) is one of the largest privately held banks in the U.S.

INDUSTRY

Financial Services

WEBSITE

www.fnbo.com

LOCATION

HQ in Omaha, NE

SIZE

500 agents

NiCE solutions

NiCE IEX Workforce Management
NiCE Employee Engagement Manager
NiCE Enhanced Strategic Planner

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CHALLENGE

FNBO’s traditional, fixed scheduling model was struggling to meet the needs of a changing labor market. During the COVID-19 pandemic, hiring and retention dropped as applicants—often students or work-from-home parents— found it difficult to commit to rigid shifts. The company realized it needed a more flexible approach to attract and retain top talent while maintaining coverage and operational efficiency.

We’re really proud of what we’ve done with EEM. We’ve stretched it beyond what it was originally built for and created a dynamic model that empowers our agents and enhances our business.

Lauren Young

Workforce Management Analyst FNBO

SOLUTION

By adopting NiCE IEX Workforce Management and Employee Engagement Manager, FNBO launched a successful Flex scheduling program that gave agents greater control over their hours and improved business responsiveness. The program not only reduced absenteeism and attrition but also transformed the company’s workforce management team into strategic planners. With real-time forecasting and seamless scheduling tools, FNBO is now exploring AI-powered options to take Flex to the next level.