Case Study: Capella University achieves 90% schedule adherence and faster handle times with NICE Systems (IEX Workforce Management & Performance Manager)

Raising Visibility of Agent Performance Metrics to Enhance Customer Service

Capella University, a Minneapolis-based online educator, needed to improve staff planning and workload management in its Financial Aid Office to handle rapid growth and seasonal contact-volume swings. The goals were to overhaul forecasting, scheduling and adherence practices, deliver real-time performance metrics to agents, and streamline time-off approvals.

Capella rolled out NICE IEX Workforce Management and NICE Performance Manager in phases, integrating with PeopleSoft and LDAP for seamless agent access and PTO data. The changes drove schedule adherence from 73% to 90%, lifted service level by 3% in under six months, reduced average handle time by more than one minute, and recovered the equivalent of 30 agent-hours per day—while giving agents real-time visibility into performance and simpler vacation management.

Capella University

Jacquie D

Customer Service Representative