Case Study: PSEG Long Island achieves 79% reduction in abandoned calls and 4x faster forecasting with NICE Systems

PSEG Long Island - Customer Case Study

Public Service Enterprise Group (PSE&G), New Jersey’s largest electric and gas provider, operates a large 24/7 contact center (≈280 in-house agents plus ~80 outsourced) handling millions of calls annually. The center was hindered by an older NICE WFM system, a largely new WFM team, many manual processes and high Average Speed of Answer (ASA) and abandon rates, driving a need for system enhancements, refresher training and guided support.

NICE Value Realization Services performed an operational assessment and converted 53 recommendations into 18 prioritized projects, then provided six months of managed application support to implement best practices: stricter schedule adherence, in-depth training, automated shift bidding and improved forecasting. The changes delivered rapid benefits — 32% better service level, 79% fewer abandoned calls, 72% improved ASA, forecasts produced four times faster — reducing overtime and boosting both customer and agent satisfaction.

PSEG Long Island

Ria Canagon

Call Center Operations Manager