Case Study: Lands’ End achieves contact-center modernization with 70% fewer WFM help-desk calls and 80% less scheduling time using NICE Systems' WFM Suite and Employee Engagement Manager

Lands’ End refreshes operations with longawaited contact center modernization

Lands’ End, a uni‑channel retailer of apparel and home goods, faced an outdated, siloed contact center environment—20+ year old WFM tools, manual spreadsheets and re‑keying, and limited agent control over schedules—just as 80% of its workforce was working from home. The company wanted to modernize on a single cloud platform, boost agent flexibility and self‑service, and harmonize operations across domestic and international teams.

Working with NICE and its Value Realization Services, Lands’ End implemented NICE WFM Suite with Employee Engagement Manager plus a focused change‑management plan (training, communications, and a peer “superuser” team). The eight‑month rollout enabled mobile and web self‑service for time‑off and trades, cut WFM help desk calls by 70%, reduced WFM time on schedule changes by 80%, and quickly improved agent empowerment and operational consistency.

Lands’ End

Mary Judkins

Senior Director of Customer Care Services