Case Study: MAPFRE Insurance achieves 5% schedule adherence improvement and more consistent, timely coaching with NICE Systems

MAPFRE Insurance - Customer Case Study

MAPFRE Insurance, a Top 25 U.S. property-and-casualty insurer with 350 contact center agents in Webster, MA and Gilbert, AZ, faced repetitive, time-consuming coaching and stale monthly scorecards. They needed more coaching consistency, better schedule adherence, timelier feedback, and more relevant coaching to improve agent performance and customer outcomes.

MAPFRE deployed NICE solutions—including Performance Management (Compass), Recording, Quality Management and Workforce Management—using a cross‑functional rollout with gamification and daily performance insights to streamline coaching. Within three weeks schedule adherence improved by 5%, adoption was high, agents and supervisors reported more engaging and relevant coaching, and the program is supporting targeted gains in AHT, quality, and customer satisfaction.

MAPFRE Insurance

Jeremy McKechnie

Manager ECC WFM