Case Study: FNBO achieves greater workforce flexibility and lower attrition with NICE Systems

FNBO reinvents contact center staffing with the NICE WFM Suite

FNBO, one of the largest privately held banks in the U.S., was facing hiring and retention challenges with its traditional fixed scheduling model, especially during the COVID-19 pandemic. Rigid shifts made it hard to attract workers such as students and work-from-home parents, creating pressure to maintain coverage and operational efficiency. To address this, FNBO turned to NICE Systems and its NiCE IEX Workforce Management and Employee Engagement Manager solutions.

NICE Systems helped FNBO launch a Flex scheduling program that gave agents more control over their hours and improved forecasting and scheduling with real-time WFM tools. The results included lower absenteeism, reduced attrition, and less agent burnout, with absenteeism improving from 6% to 4.5% and 30% of the contact center workforce enrolling in Flex. FNBO also saw lower FMLA usage and greater operational agility.

FNBO

Lauren Young

Workforce Management Analyst