Case Study: TD Bank

TD Bank Group (TD) is one of the biggest banks in North America, serving more than 27 million customers. After implementing NiCE IEX Workforce Management with Employee Engagement Manager and seeing big improvements in efficiencies and costs, TD was ready to create even more positive results. By engaging the NiCE Value Realization Services team and leveraging the SmartSync feature within NiCE WFM, TD has been able to do just that. The TD command center has been able to share important staffing KPIs with individual business leaders throughout the organization, creating positive downstream impacts. With more confidence in their forecasts and schedules, TD has been able to offer employees more shift flexibility, and create big savings for the organization.

01 Before

Building on workforce management successes

After the successful implementation of IEX Workforce Management and EEM, TD saw major improvements, but its command center team also knew there was more they could achieve. The contact center had improved KPIs through coaching and had begun taking a more flexible approach to scheduling, but the bank wanted to be able to share more information with the leaders of individual business units, expand employees’ self-service capabilities, and further improve forecast accuracy with WFM.

02 Desire to change

Setting the stage for even more efficiency and savings

While AI is increasingly used to power workforce management, forecasters often have greater trust in their own established methods. TD turned to VRS to increase trust in the WFM solution’s scheduling and forecasting capabilities.

“It’s not wrong,” said Tara Vieira, Senior Manager, Scheduling for TD. “It’s just what you’ve done, and it’s giving you results. But VRS showed us a side-by-side comparison that was the game changer for getting more buy-in and trust.”

TD also wanted to better understand how its teams could improve staffing through VTO and be able to communicate more clearly with leaders of its business units about workforce management issues “The whole point of the VRS engagement is unlocking all the possibilities, using everything as designed and making sure the team knows how to use it,” Viera said.

NiCE VRS has been instrumental in helping WFM teams fully optimize the platform, improve automation, and shift focus from manual processes to strategic initiatives.

Hebba Balbaa

Senior Manager for Workforce Management
Integration and Enablement
TD Bank Group

03 NiCE solution

Increasing accuracy and transparency with guidance from VRS

With the help of the VRS team, TD has actively adopted SmartSync to identify productivity gains and time savings, improve scheduling and forecasting accuracy, and find new opportunities using EEM.

“Over the past year, our organization has continued to raise the bar on customer experience through measurable gains in service consistency, efficiency, and colleague enablement,” said Hebba Balbaa, Senior Manager for Workforce Management Integration and Enablement at TD. “NiCE VRS has been instrumental in helping our WFM teams fully optimize the platform, improve automation, and shift focus from manual processes to strategic initiatives.”

For TD’s non-volatile businesses, WFM increased forecast accuracy by 1-2% over human forecasters, and the VRS team showed the organization how to build in the small amounts of volatility those businesses do see, such as around long weekends, into WFM’s projections for even more accuracy.

With SmartSync, the TD command center increased transparency and removed friction between the workforce management team and business leaders. Using SmartSync to pull data from different systems, the workforce-management team was able to share timely, crucial insights into KPIs like shrinkage, lost time, exceptions, VTO, and overtime. Now, when leaders have questions, they can self-serve answers from the dashboards built through SmartSync. More information has delivered better results, including reduced transfers and normalized shrink levels.

“It’s not these GMs’ jobs to know WFM,” said Elias Saykali, WFM Manager for TD. “But this transparency that we put forward through the power of SmartSync made them speak WFM. Our goals are now their goals.”

With better communication through SmartSync integrations, analysts now have time to focus on the big picture and make internal improvements that cascade to customers. TD exceeded its service level targets by 8 points last year with the support of enhanced forecasting and scheduling through NiCE WFM tools. The bank also realized a record-high CSAT score in 2024, posting a 3.02-point year-over-year improvement and exceeding its target by 4.66 points.

04 Results

Empowering employees while reducing costs

The TD scheduling team is more empowered now because they don’t have to work with the forecasting team to make decisions— they can come up with solutions immediately when they see staffing gaps. Forecast analysts have more time to work with leaders and prioritize activities that had been pushed aside because there wasn’t time. They also now report having a much better work-life balance in employee satisfaction surveys.

With newfound confidence that the bank could meet staffing needs while offering VTO, TD has been able to give employees more flexibility, fill schedule gaps with less manual work, and improve accuracy. Agents can now self-manage their schedules because they have access to the most up-todate shift recommendations, offers, and opportunities for adjustments. TD has been able to increase its use of VTO over the previous year from 480,000 hours to 530,000—a savings of $18 million.

“Now we’re able to open up opportunities for employees to selfserve because we know we can trust the data flowing into EEM is accurate,” Vieira said. “It serves dual purposes: improving the customer experience and improving the colleague experience.”

05 Future

Expanding the use of AI for even more improvement

Looking ahead, the TD command center team envisions moving all its teams and business units to the IEX Workforce Management Suite for both short- and long-term forecasting. AI will play an expanding role as well. The command center team has been testing AI forecasting to manage the volatility of some of TD’s business units. The data established by working with WFM during the last few years has provided a solid base for AI to create even better predictions. AI will also play a role in Intraday management, with EEM’s AI-based business rules, allowing the system to make business rule recommendations.