Interactions 2024 - Las Vegas

Case Studies

TASC and NICE WFM

Overview

For TASC, going from a manual system to an automated scheduling processes led to an immediate savings of at least one FTE. It also improved occupancy and shrinkage calculations, which lead to increased forecasting and reporting accuracy. The result was a savings of at least two to four agents per shift. Furthermore, NICE WFM weekly and monthly adherence reports provide better insight into areas where supervisors may need to focus attention. At the same time, adherence management with NICE WFM has saved TASC at least 0.5 FTE.