Case Study: Farmers Insurance achieves 10% increase in employee satisfaction and streamlined scheduling with NICE Systems Workforce Management

Farmers Insurance - Customer Case Study

Farmers Insurance, one of the nation’s largest property‑casualty insurers with contact centers in Kansas, Oklahoma, Michigan and Arizona, faced a changing workforce: agents wanted more flexibility, a voice in scheduling, and a modern working relationship. To meet goals for operational efficiency and employee engagement, Farmers needed to evolve its traditional workforce management approach across a 24/7 contact center environment.

Using NICE Workforce Management, Farmers automated scheduling, enabled self‑service shift trades and “ghost trades,” introduced flexible schedules with tiered pay, and gave supervisors greater intraday control. The automation reduced manual work for WFM, increased employee autonomy, and let the team focus on strategy — driving a 10% rise in employee satisfaction, streamlined scheduling and enhanced team coordination (with 99% retention in the initial flexible‑schedule cohort and a double‑digit internal NPS improvement).

Farmers Insurance

Ghazala Nair

Scheduling Manager