Case Study: Caesars Entertainment achieves 25% higher service levels and 78% faster average speed of answer with NICE Systems' Workforce Management

Caesars Entertainment - Customer Case Study

Caesars Entertainment, a leading global casino‑entertainment operator with multiple Las Vegas properties, struggled with inconsistent guest service and inefficient staffing. Guest services were managed locally with Excel spreadsheets, producing just 57% service‑level adherence and a 15% call abandonment rate, prompting a need for more cost‑effective scheduling, operational efficiency, and improved customer satisfaction.

Caesars centralized its Las Vegas guest services into one contact center, retrained agents, and implemented NICE Workforce Management for accurate forecasting, skill‑based scheduling, real‑time adherence monitoring, and shift bidding. The solution delivered immediate results: service levels rose 25% to over 81%, average speed of answer improved 78%, and abandoned calls dropped 11%, enabling Caesars to restore the service standards it expects.

Caesars Entertainment

Jonathan Arnold

Director of Support Operations