Case Study: ResultsCX achieves 30% improved schedule adherence and boosted agent engagement with NICE Systems' RPA solution

The Results Companies - Customer Case Study

The Results Companies is a leading customer experience management (BPO) firm operating 26 contact centers across the US, Mexico and the Philippines with over 18,000 agents and roughly 75 million annual interactions. Rapid growth and manual, time-consuming adherence monitoring left staffing, productivity and real-time responsiveness vulnerable, so the company needed an automated, scalable way to alert agents and leaders when schedules fell out of compliance.

Results implemented a customized NICE Robotic Process Automation (RPA) Adherence Alerts Robot integrated with NICE Workforce Management and Microsoft Teams to deliver near‑real‑time, 24/7 adherence notifications to agents, supervisors and WFM analysts. The automation eliminated manual errors and repetitive work, boosted WFM productivity, improved coaching and agent engagement, and drove about a 30% increase in schedule adherence while reducing alerting time from hours to seconds and achieving full data accuracy.

ResultsCX

Richard Carter

Director of Automation