Case Study: MSC Cruises transforms workforce management with Peopleware

MSC Cruises - Customer Case Study

MSC Cruises, a major global cruise line, faced significant challenges in its global contact center operations due to a lack of a unified workforce management (WFM) strategy. The company relied on manual, error-prone Excel-based processes that were inconsistent across its many locations, leading to difficulties in forecasting, scheduling, and maintaining service levels. To address this, they turned to the vendor Peopleware for its WFM solution.

Peopleware implemented its workforce management platform, providing a single, unified system for all of MSC's contact centers. The solution, supported by strong change management and guidance from Peopleware, streamlined scheduling, improved forecast accuracy, and gave agents greater autonomy. The results included reduced customer waiting times, enhanced employee satisfaction, and improved business control over key metrics like service level and abandonment rate.

MSC Cruises

Michele Pepe

Corporate Workforce Planning Manager