Overview
Join Lorraine McAuley, Scheduling Analyst within the Operational Optimization, Enablement and Knowledge team at the Student Loans Company, as she shares how nearly two decades on NiCE WFM, now moving to version 8, gave her team the foundation to build Acorn, an internal skills matrix designed to break down departmental silos and grow a genuinely multi-skilled frontline.
Learn how the Student Loans Company used NiCE’s workflow and block scheduling capabilities to give its 1,300 frontline colleagues more varied, manageable work across phone, email, and chat. Building on that foundation, the company developed Acorn to map skills against products and close first-time resolution gaps. Next up? AI-driven automation and more flexible training through the next phase of NiCE WFM.
In this session, you’ll hear:
- Why nearly 20 years with NiCE, now moving into version 8, continues to open new possibilities for the business
- How NiCE’s block scheduling and varied workflows improved day-to-day satisfaction for colleagues in a historically phone-heavy role
- How the Student Loans Company built Acorn, its own skills matrix, on top of its NiCE foundation to close first-time resolution gaps and multi-skill its workforce
- Why merging back office and frontline teams surfaced skills gaps that a long-siloed operation had left unaddressed
- How the next phase of NiCE WFM is expected to expand AI-driven automation and shift training toward more flexible, module-based learning
Whether you’re a long-tenured NiCE customer looking to build your own initiatives on top of the platform, or trying to break down departmental silos with better workforce tools, this testimonial shows what it looks like to grow a long-term technology partnership into something uniquely your own.