Overview
Elias Saykali, Senior Manager of Performance and Insights at TD Bank Workforce Management, explains how his team moved from abstract goals to measurable outcomes using NiCE Engagement Hub and Interaction Insights.
TD Bank's WFM team acts as a translator between raw contact center data and the business executives who set strategy. Executives do not think in data sets - they think in objectives, like reducing handle time or shifting customers to self-service channels such as mobile bill pay. Before Engagement Hub, connecting day-to-day interaction data to those business goals was largely aspirational.
Saykali points to platform and ACD agnosticism as the biggest reason TD Bank chose Engagement Hub, since it let the team analyze interactions without being locked to a single system. From there, Interaction Insights gave the team a level of detail Saikali describes as "truly phenomenal" - detail that let them turn a vague goal like "reduce bill payment calls" into a tangible, trackable metric.
That shift changed how TD Bank identifies automation opportunities and measures whether changes are working. Instead of guessing, the team can now quantify how much interaction volume a task like bill payments consumes, how often it happens, and whether efforts to move it out of the call center are succeeding - giving them, in Saikali's words, "that needle to know if you're succeeding or not."
In this customer story, learn:
- Why platform agnostic technology mattered most
- How to translate raw data into business goals
- How to spot high volume automation opportunities
- How to score progress with tangible metrics
- How to turn wish list goals into results
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