Overview
Join Elias Saykali, Senior Manager of Performance and Insights at TD Bank, as he shares how Engagement Hub gave a 16,000-person workforce management organization the data to translate abstract business goals into measurable, actionable automation targets.
Learn how TD Bank, handling roughly 100 million calls annually across banking, insurance, and wealth divisions, used Engagement Hub's platform-agnostic analytics to quantify something as simple as bill payment calls, turning a longstanding wish list into a scored, trackable path to call deflection, while also using WEM to give agents real control over their own schedules through a voluntary time off program branded "Summer Your Way."
In this session, you'll hear:
- Why staying ahead of change matters more than competing with other financial institutions
- How Engagement Hub's platform-agnostic, ACD-agnostic design made it possible to unify data across a highly segmented, acquisition-built organization
- How translating abstract goals like reducing bill payment calls into tangible, scored metrics finally made automation targets actionable
- Why empowering agents to manage their own voluntary time off became both a cost-saving win and a work-life balance win
- How workforce management stays effectively invisible day to day while still keeping a hand on results through Engagement Hub
Whether you're managing workforce analytics across a large, complex organization or trying to turn abstract efficiency goals into measurable outcomes, this testimonial shows what it looks like to combine data, automation, and agent empowerment at scale.