Case Study: RDI Corporation achieves 34% lower attrition, 14% higher employee satisfaction and 12% greater scheduling efficiency with NICE Systems Workforce Management

RDI Corporation - Customer Case Study

RDI Corporation, a Business Process Outsourcing provider with multiple North American sites, faced rigid, time-consuming shift scheduling that limited flexibility, obscured performance-based opportunities, and contributed to employee frustration, poor motivation and higher attrition among inbound agents.

By deploying NICE Workforce Management to enable rule-based automation, schedule bidding, agent preferences and performance-based ranking, RDI increased transparency and engagement (including participation in its ELL Well program). The change drove measurable results: a 34% improvement in retention, a 14% rise in employee satisfaction and a 12% average increase in scheduling efficiency.

RDI Corporation

Jeremiah Peddersen

Director, WFM