Case Study: TD Bank Group saves millions and boosts customer service with NICE Systems Workforce Management and Employee Engagement Manager

TD Bank Saves Millions Yearly With Nice for Self-Service Scheduling While Balancing Business Needs

TD Bank, one of North America’s largest banks with roughly 15,000 contact center agents across 65 lines of business, faced growing scheduling gaps as workforce expectations shifted toward flexibility—about 60% of agents wanted nonstandard schedules. The challenge was to empower agents with self-service scheduling while preserving customer service consistency and optimizing workforce utilization.

By deploying NICE Workforce Management and Employee Engagement Manager with NICE Value Realization Services, TD introduced self-service shift swaps, split shifts, automated rules and a Voluntary Time Off (VTO) program supported by training and analytics. The initiative saved the company millions annually, delivered over 480,000 VTO hours, saved 88 million customer minutes, increased calls handled by 11%, maintained 85–89% occupancy and exceeded customer satisfaction targets by 4.5%.

TD Bank Group

Dawn Squires

Employee Engagement Manager