Case Study: CareSource achieves 82% forecast accuracy improvement and major FTE savings with NICE Systems Workforce Management

CareSource improves forecast accuracy by 82%

CareSource is a nonprofit managed healthcare company serving more than 1.8 million members with three contact centers in Dayton, Indianapolis and Atlanta. As it in‑sourced work and expanded from 196 to 520 agents, the Workforce Management (WFM) team struggled with multisite scheduling: uniform schedules across different lines of business, no interval staffing visibility, incomplete forecasts maintained in Excel, manual time‑off requests, and inconsistent intraday adherence—risks that threatened service levels during rapid growth.

CareSource engaged NICE Services to reconfigure and train teams on NICE Workforce Management, building multiskilled, interval‑based staffing, automated time‑off processing, and intraday monitoring. The changes produced immediate gains: interval volume MAE fell from 51.3% to 9.4% (about an 82% improvement) and required‑staffing MAE fell from 44.8% to 11.8% (about 74% improvement); lost‑time savings of 10 FTE, in‑office savings of 13 FTE, 0.4 FTE saved on time‑off processing, a rise in usable occupancy to 82% (from 70%), and faster, measurable improvements in service levels.

CareSource

Lisa Cary

Manager of Capacity Planning & Strategy