NICE Workforce Management Transforms CX For Thomas Cook
Agent performance and customer experience drastically improved
Market leading cloud CX platform developers, NICE, recently announced that Thomas Cook, one of the world’s leading leisure travel companies, has significantly increased its customer satisfaction and operational efficiency, with their renewal and upgrade of NICE Workforce Management (WFM).
Over the last seven years, Thomas Cook has had an ongoing relationship with NICE and have used their award-winning WFM solution to automate time-consuming tasks related to scheduling and real-time analytics, to generate accurate contact centre forecasts and staffing plans, and to integrate omnichannel data from across the organisation.
As a result, Thomas Cook has seen a rapid increase in productivity, with the average call handling times for their call centre agents having been heavily reduced whilst the efficiency for supervisory scheduling tasks is at an all-time high.
By optimising the tools available through NICE WFM, Thomas Cook has been able to integrate omnichannel data from across the organisation, to generate accurate contact centre forecasts and staffing plans, and to automate time-consuming tasks related to scheduling and real-time analytics.
Moreover, thanks to NICE WFM, Thomas Cook has also managed to reduce overhead and ongoing operating costs, including expenditures on overtime, agent attrition and administrative workload. As a result, their shrinkage rate was slashed, agent groups were expanded and the intraday management team was reduced in size.
From a customer experience perspective, NICE WFM also had a tremendous impact on the Thomas Cook customer journey and has enabled the brand to consistently meet and often exceed expectations by improving service level adherence, increasing first call resolutions and minimising abandonment rates.
Commenting on the news, President, NICE EMEA John O’Hara states:
“NICE WFM is a robust solution suited to the complexity of Thomas Cook, which is the oldest and best known name in leisure travel, providing them the precise forecasts, unique flexibility and clear actionability needed for reinventing customer service. NICE WFM is the most complete and configurable solution on the market, putting control in the hands of exacting WFM professionals in the travel industry, who need to account for seasonal peaks that impact forecasting, scheduling and service level expectations.”
Group Head of Customer Contact Centres, Thomas Cook UK, Jorg Bordt added:
“We are very proud to serve 19 million customers worldwide each year, with a focus on constant improvement and greater responsiveness to changing market demands. NICE played a key role in our current business transformation, with its broad capabilities as a market-leading workforce optimisation vendor, our close working relationship, and a clear understanding of our needs.”