Case Study: Travel + Leisure Co. achieves record agent engagement with NICE Systems' Employee Engagement Manager

Exceeds Agent Engagement Goals with NICE Employee Engagement Manager

Travel + Leisure Co., a leading membership and leisure travel company serving millions across nearly 20 brands, faced an outdated agent self-service experience for its large, mostly remote contact center workforce. After a pandemic-related delay, the company needed a modern, mobile-friendly way for agents to request time off, trades, and overtime, improve engagement, and realize self-service efficiencies without disrupting service levels.

They migrated to NICE CXone and deployed Employee Engagement Manager, using a phased pilot to roll out mobile, rules-based scheduling, shift swaps, VTO and overtime offers, and supervisor approvals. Adoption exceeded targets—about 83% participation (vs. an 80% goal), daily participation at goal, self-service use double expectations, three-week schedule visibility for planners, and stable attrition with no negative impact on key contact center metrics.

Travel + Leisure Co.

Todd Wagoner

Director of Workforce Optimization