Case Study: Nordia achieves reduced attrition, lower absenteeism and early SLA attainment with NICE Systems Workforce Management

Nordia - Customer Case Study

Nordia, Canada’s largest provider of customer service solutions with over 5,000 employees, was tasked in 2018 with standing up a new, high‑profile service operation for a major brand in just three months and absorbing 60% of the brand’s customer service by year‑end. The aggressive timeline, manual spreadsheet‑based onboarding for early hires, strict client SLAs and the need to maintain employee satisfaction created a high‑pressure challenge that required rapid operational scale‑up and real‑time adherence monitoring.

Nordia implemented NICE Workforce Management and launched the system within 120 days, combining supervisor training, employee self‑service, global shift trades and scenario simulation to optimize dual‑skilled agents and streamline approvals. The solution improved scheduling flexibility and supervision, drove a 3% reduction in absenteeism, a 10% drop in attrition in one quarter (resulting in best‑in‑class annualized attrition), and enabled Nordia to meet client SLAs a full year ahead of schedule.

Nordia

Patricia McNamara

WFM Project Manager