Case Study: TD Bank Group achieves 70% reduction in manual scheduling and CDN$2M+ in savings with NICE Systems' Employee Engagement Manager and Workforce Management

Leading Bank Engages Employees with Intraday Self-Scheduling, Saving Time and Money

TD Bank, a leading North American bank serving millions of customers with 12,000 contact center agents across Canada and the U.S., faced a growing intraday scheduling challenge: urgent shift changes and requests were handled by email, creating manual bottlenecks, slow response times (SLA up to 48 hours), frustrated employees and limited ability to respond to real-time call-volume changes despite existing WFM tools.

TD implemented NICE Employee Engagement Manager integrated with NICE Workforce Management as the iTime mobile self-scheduling solution—automating approvals by business rules, real-time alerts and supervisor dashboards. Within months it reached 90% adoption, drove a 70% reduction in manual scheduling, processed 17,000 self-serve transactions monthly for 7,000 users, saved roughly CDN$2M across WFM, scheduling and productivity, improved service consistency, boosted retention, and produced 100% recommendation and 80% reporting better work/life balance.

TD Bank Group