Case Study: KPN achieves operational efficiency and increased agent satisfaction with NICE Systems' Workforce Management (WFM) & Employee Engagement Manager (EEM)

KPN Drives Operational Efficiency and T ransforms Digital Journey with WFM and EEM

KPN, a leading Dutch telecommunications and IT provider, faced rising digitization, multichannel customer demand and a tight talent market that exposed weaknesses in its workforce planning. Its migration to NICE Workforce Management (WFM) and Employee Engagement Manager (EEM) stalled due to incompatible configurations, data discrepancies and limited internal expertise, causing supervisors to revert to manual processes and eroding agent trust while the company needed AI-driven forecasting, flexible scheduling and secure compliance.

NICE Value Realization Services led multidisciplinary workshops, trainings and system reconfiguration to align operations, deploy AI forecasting, enable agent self‑service in EEM and introduce an automated “call me later” capability. The changes quickly boosted forecast and interval accuracy, cut absence from 3% to 1%, reduced ASA by 300 seconds, brought occupancy to target levels, improved evening reachability and materially increased agent satisfaction and retention.

KPN

Evert van der Zee

Senior Capacity Manager