Case Study: RDI Marketing achieves 88% forecast accuracy and increased agent productivity with NICE Systems' IEX Workforce Management

Improving Forecasting And Agent Productivity

RDI is a mid‑size outsourcing company with 1,600 employees and about 40 million contacts per year across sites in Ohio and Vermont. Facing inconsistent, home‑grown forecasting and scheduling methods, RDI sought a nimble, reputable, and cost‑effective workforce management solution to improve forecasting, staffing, agent productivity and service levels and ran an RFP to select the best vendor.

RDI implemented NICE IEX Workforce Management across four sites in a phased rollout, supported by hands‑on training, SOPs and quick resolution of integration issues. The solution delivered measurable gains — forecast accuracy rose to 88%, staffing and intraday management improved, service level, ASA, abandon rate and AHT showed significant improvement, and visibility into adherence and conformance increased agent productivity and revenue per hour.

RDI Marketing