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.
