Case Study: EE achieves greater workforce flexibility and employee engagement with NICE Systems' Workforce Management

EE Expands Workforce Flexibility and Engagement with NICE Workforce Management

EE — together with sister brands BT and Plusnet — is a UK communications provider with about 17,000 customer-facing agents across 37 contact centres. The group was hampered by three different workforce management (WFM) systems, a cumbersome planning process, and an end-of-life training scheduler, which limited scheduling flexibility, increased manual work for planners and slowed efforts to improve employee engagement.

EE consolidated all brands onto a single NICE Workforce Management platform using NICE SmartSync, Data Explorer and robotic process automation. The migration took nine weeks with just a 0.1% data error rate and removed manual burdens (including zero hours spent on holiday shift scheduling). New features — Flexi-time, seasonal swaps, flexible holidays and self-scheduled breaks — plus automation cut a major schedule audit from 37 hours to 30 minutes, sped holiday processing by 97% and lifted employee satisfaction by 11 percentage points year-over-year.

EE

Wayne Mitchell

Planning & Scheduling Manager