Workforce management transformation across 50,000 agents
Customer snapshot
A US-headquartered, Nasdaq-listed global BPO with front- and back-office operations across 13 countries and 50,000+ agents, delivering customer service through digital transformation.
The challenge
Manual forecasting and scheduling were a significant time cost, and the effects showed up downstream.
Manual forecasting and scheduling consumed significant time.
Inaccuracies caused CSAT issues and a high cost of operations.
Manual onboarding and offboarding of users caused delays.
The solution
Exato led with a consulting assessment of pains and impact, deployed NiCE WFM across 50,000 FTE, and stayed on with value-realisation services.
Consulting-led assessment
Initial assessment of pains and impact before deployment.
NiCE WFM at scale
Deployed across 50,000 FTE.
Onboarding automation
100% automation in user onboarding.
Value-realisation services
Ongoing services to realise and sustain the value.
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