Case Study: Jackson Hewitt achieves improved agent performance and staffing forecasts with Five9 Enterprise WFM

Jackson Hewitt Improves Agent Performance With Five9 Enterprise WFM

Jackson Hewitt Tax Service, a national tax-filing company with about 6,000 locations (including 3,000 in Walmart) and a contact center that scales seasonally from 50 to 250 seats, faced chronic problems with agents missing shifts, using a complex event-code system that obscured activity tracking, and an inability to forecast staffing needs during peak tax season.

By implementing Five9 Enterprise Workforce Management, Jackson Hewitt standardized event codes, trained agents, and gained transparent, data-driven dashboards and reporting. The WFM tools enabled accurate forecasting for volume spikes, better coaching and rehiring decisions, improved schedule adherence, higher agent engagement and morale, and measurable improvements in operational metrics and customer experience.

Jackson Hewitt

Jackson Hewitt

Jackson Hewitt