Case Study: Specsavers improves workforce planning and employee self-management with Peopleware

Specsavers - Customer Case Study

Specsavers, a British multinational optical retail chain, faced challenges with staffing consistency and agent involvement in their contact center scheduling process. They sought a workforce management tool from vendor Peopleware that would streamline internal planning while increasing fairness and employee engagement, all while providing strong value for money.

The solution implemented by Peopleware included its self-service portal for agents, which greatly increased employee morale and satisfaction by allowing them to manage their own shifts and time off. For the planning team, Peopleware provided powerful reporting and optimization capabilities, leading to greater flexibility and operational efficiency. The vendor Peopleware enabled the customer to make data-driven decisions to improve their contact center operations.

Specsavers

Rebecca Waterson

Head of Contact Centre Services