Case Study: CVS Caremark achieves increased agent retention and workforce alignment with NICE Systems' Employee Engagement Manager

CVS Caremark Increases Agent Retention and Creates More Workforce Alignment

CVS Caremark, the pharmacy benefit manager within CVS Health with 6,500+ contact center agents (many working remotely), faced persistent schedule and workload misalignment caused by time-consuming, manual scheduling requests. The outdated SharePoint/WebStation process led to frequent shift overlap, disengaged agents, and a transactional workforce management team with little time for strategic analysis.

CVS Caremark deployed NICE’s Employee Engagement Manager in phased waves with focused training and support from NICE Value Realization Services, automating intraday changes and empowering agents with self-service scheduling. Adoption reached 97%, agent sentiment improved 39.9%, scheduling efficiency rose 17.9%, EEM now handles ~3,800 daily schedule changes, manual admin tasks fell 14%, and retention and workforce alignment measurably increased as managers gained time for analytical work.

CVS Caremark

Chris Meehan

Director of Workforce Scheduling