Case Study: Belong achieves 92% adherence and accurate forecasting with NICE Systems' Workforce Management

Growing Workforce Management and Increasing Operational Rigour

Belong, an Australian division of Telstra with a 300‑agent contact centre, moved rapidly from an email-first model to phone-driven support and needed to build workforce management capability from scratch. With no historical data and a newly formed WFM team, the company sought accurate long‑term forecasting, real‑time adherence monitoring, schedule visibility and staff upskilling to meet service and efficiency goals.

By deploying NICE Workforce Management with NICE Value Realization Services and mapping ACD status codes into the WFM system, Belong gained forecasting, scheduling, intraday control and hands‑on post‑launch guidance. Results include forecast accuracy within ±10%, adherence rising to 92% (from ~60%), a 20% conformance increase, ~90% service level, 26‑second average speed of answer and a 1.3% abandon rate — delivering notable operational rigour and improved agent self‑service.

Belong

Phillip Ludwig

Manager Workforce Management