Case Studies

City of Fort Worth paves the way for smooth growth with NICE Workforce Management and value realization services


The City of Fort Worth operates a contact center that supports a range of services for citizens and businesses. To keep pace with the city’s rapid, sustained growth, the City is always looking for ways to improve operations. Working with NICE Value Realization Services (VRS), the City integrated its workforce management and payroll, saving substantial agent and supervisory time while improving the scheduling process, particularly around bilingual access and policy transparency.