Case Study: Shared Services Connected Ltd achieves centralized, scalable workforce management and improved customer experience with NICE Systems' Workforce Management

SSCL sustains growth with industry-leading workforce management overhaul

Shared Services Connected Ltd (SSCL) is a UK leader in public-sector business support services with about 2,800 employees and roughly 400 contact-centre agents. Rapid growth left workforce management fragmented and manual—schedules in Excel, limited performance visibility and a single overworked WFM specialist—undermining intraday responsiveness and SSCL’s goal of sustained NPS improvement.

SSCL deployed NICE Workforce Management, tripled the WFM team and centralized planning to deliver self-service scheduling, real-time intraday controls and targeted notifications. The change reduced errors and processing time for holiday requests and timecards, improved schedule adherence and visibility, and freed 30 minutes per agent per week for training—boosting both operational efficiency and customer experience.

Shared Services Connected Ltd

Sumit Singh

Head of Resource Planning