Case Study: Maxicare

CUSTOMER PROFILE

CHALLENGE

Agents at the contact centers provide support through voice and non-voice channels and leverage a holistic model that combines front-line agent support and online healthcare services. With operations heavily siloed, Maxicare struggled to fully leverage the WFM platform and get the most out of the tool. They needed more structure to their WFM operations across the business and a more focused approach to their overall contact center operations, including how they work with their BPOs.

SOLUTION

Maxicare selected NICE Command Center Operations, a Managed Service from NICE Value Realization Services (VRS) to help structure their use of WFM. VRS guided WFM administration, forecasting and scheduling, and high-level, real-time management. Working hand-in-hand with Maxicare grew the team's knowledge and confidence enabling them fully utilize WFM and its advanced features. It has resulted in stronger KPIs, improved average handle time, customer satisfaction, and user adoption.