Case Study: Barclays achieves automated team scheduling and 90% fewer schedule exceptions with NICE IEX Workforce Management (NICE Systems)

Barclays - Customer Case Study

Barclays Bank, which serves about 14 million consumers and nearly 600,000 small businesses in the UK and operates 4,000 agents across nine sites on two continents handling ~35 million contacts annually, needed a more sophisticated workforce-planning approach. The challenge was to move from time‑intensive, spreadsheet-driven scheduling to a team-based bidding model that preserved intact teams (including coordinated breaks) while meeting service-level demands and improving visibility for offshore and expansion planning.

By adopting NICE IEX Workforce Management with minimal customization, Barclays automated team scheduling and integrated exceptions handling, schedule bidding and WebStation distribution. The change cut schedule exceptions by over 90%, let the same workload be handled with roughly 20% of the original resources, boosted agent performance and customer satisfaction, increased scheduling efficiency, and improved planning visibility for offshore and expansion needs.

Barclays

Chris Lindley

Planning Manager, Virtual Contact Center