Case Study: L.L.Bean achieves flexible, scalable workforce scheduling and rapid peak ramp‑up with NICE Systems

L.L. Bean - Customer Case Study

L.L.Bean, the longstanding mail-order, online and in-store retailer with three Maine contact centers and about 875 agents (including 150 home-based), needed to sustain its industry-leading live-person customer service without an IVR while handling massive seasonal spikes—up to 100,000 calls per day—and a largely part-time, highly flexible workforce. The company’s challenge was to accurately forecast, schedule and rapidly ramp thousands of seasonal and part-time agents while meeting targets like answering 80% of calls within 20 seconds and keeping agent adherence above 90%.

L.L.Bean implemented NICE IEX Workforce Management with SmartSync and WebStation Plus to centralize forecasting and scheduling, import seasonal hires quickly, and let agents view and trade shifts across locations. The solution enabled fast onboarding, real-time staffing visibility and increased agent flexibility and satisfaction, allowing the company to scale to peak volumes while maintaining world-class service levels, adherence above 90% and virtually no turnover.

L.L.Bean

Anne Healy

Senior Scheduler