Case Study: HGS achieves empowered agents, prioritized wellbeing and £36,000 annual savings with NICE Systems' Employee Engagement Manager

HGS Empowers Agents and Prioritises Wellbeing with Employee Engagement Manager

HGS, a 3,000-employee digital customer experience leader, faced rising challenges after shifting to work‑from‑home: engagement tools were underused, scheduling and time‑off requests were manual, and leaders needed new ways to support agent wellbeing and connection remotely. The company wanted to boost tool adoption, enable coaching, and future‑proof operations while reducing friction for agents and managers.

HGS upgraded to the full NICE Employee Engagement Manager, partnered with NICE Value Realisation Services for change management and training, and integrated EEM with NICE Workforce Management and Quality Central. The mobile self‑service scheduling, real‑time alerts, and in‑app coaching drove broad adoption (one team saw a 93% jump), cut manual email workload, and improved empowerment and wellbeing—saving about £36,000 annually and roughly £5,000 per month (equivalent to 2 FTEs), while reducing absenteeism and boosting productivity.

HGS

Ian Birch

HGS