Case Study: Sallie Mae achieves 33% workforce analyst FTE savings and up to 30% higher agent satisfaction with NICE Systems' Workforce Management and Employee Engagement Manager

A Deep Dive into Tailored Automation and Visibility Raises Efficiency and Satisfaction

Sallie Mae, a leading provider of private education loans and student planning tools, runs four contact centers handling roughly 1.6 million inbound calls a year. The company struggled with manual, time-consuming scheduling and forecasting processes that reduced workforce analyst productivity, limited agent shift flexibility, impaired intraday planning and reporting, and drove down agent satisfaction and schedule adherence.

Sallie Mae deployed NICE Workforce Management, Employee Engagement Manager and Value Realization Services, using SmartSync integrations, queue consolidation and a 700+ test UAT suite to automate and tailor intraday scheduling, self-service swaps and forecasting. Results included 33% workforce analyst FTE savings, agent satisfaction gains up to 30%, 99% automation of self-service schedule changes, a daily forecast variance of about 3%, and reallocation of staff to roll out chat and in-app messaging.

Sallie Mae

Chuck Johns

Manager of Workforce Management