Case Study: U.S. Bank Global Fund Services achieves real-time performance visibility and higher agent engagement with NICE Systems

U.S. Bank - Customer Case Study

U.S. Bank Global Fund Services, a subsidiary of U.S. Bank that administers over 3,370 portfolios and more than $1 trillion in client assets, operates contact centers in Milwaukee and West Allis that handle hundreds of thousands of customer interactions annually. The business faced limited daily visibility into agent performance—scorecards were produced monthly in Excel—leaving trends hard to track, call evaluation infrequent, agents unable to self-coach, and workforce scheduling inefficient during downtime.

The company implemented NICE Engage Recording, Workforce Management and Performance Management, engaging agents through town halls to tailor the rollout. Agents gained near real-time KPI dashboards, on-demand access to their recorded calls, live coaching and more flexible scheduling, enabling self‑management and targeted coaching. The changes produced measurable gains: 67 additional productive hours per month, 651 annual hours of agent-directed development, accurate staffing forecasts with no overstaffing, and improved employee survey scores (3.38/4 overall enjoyment) with engagement and work/life balance meeting or exceeding high-performing norms.

U.S. Bank

Christopher Surges

Senior Vice President