Case Study: CXL achieves faster, easier workforce management with Peopleware

CXL - Customer Case Study

CXL, an innovative contact center BPO, faced significant challenges with its previous workforce management (WFM) system from Verint. The system struggled to handle their complex multi-client, multi-skill, and omnichannel operation, leading to poor service levels, high manual effort, and an inability to optimize schedules around labor rules. These frustrations prompted CXL to search for a new WFM solution, ultimately selecting Peopleware.

Peopleware provided a comprehensive WFM platform that met all of CXL's requirements, including sophisticated optimization and easy integration. The implementation was completed in just five months, far ahead of schedule. The results were transformative: CXL achieved greater business efficiency, improved schedule adherence, and a 60% reduction in the time needed to modify employee schedules. Peopleware enabled a new, streamlined team structure and allowed planners to focus on strategic use of resources rather than system management.

CXL

Jéroen Beutels

WFM Lead