Workforce Optimization Featured Article

Marsh Achieves Workforce Optimization with NICE and IEX

July 14, 2009

An Urbandale, Iowa contact center provider for the financial services sector recently worked with NICE Systems (News - Alert) in a bid to optimize its workforce and achieve better business results.
Marsh Global Consumer, which provides inbound and outbound voice services for private clients and program sponsors, uses NICE “Perform R3” and IEX (News - Alert) “TotalView Workforce Management” solutions to improve the allocation of agents, better track performance and achieve more accurate forecasting for its multiple contact centers.
IEX, a NICE Systems company, offers the so-called “TotalView Workforce Management” system to contact centers looking for scheduling and management tools that will help their agents.
Marsh sought improvements that would ensure that the right agent was provided for calls and that quality services are provided to customers on every call. Most importantly, Marsh wanted to move away from its in-force system that made it difficult to respond to peaks and maintain the system in house and instead add technology that would help improve scheduling, training and necessary reporting.
According to Tom Guessford, manag­ing director of U.S. operations at Marsh Global Consumer, as a result of those limitations, the company’s workforce management processes were imperfect.
Now, thanks to IEX TotalView’s multi-queue forecasting, the company can meet their 90 percent accuracy range. Also, Marsh has gained a more accurate view of performance levels and as a result of improved and timely insight into operations, can keep agents productive and on-task at all times.
“We have experienced an increased confidence since IEX TotalView was implemented,” Guessford said. “The solutions from NICE and IEX have allowed us to improve our already superior workforce processes to support our clients.”
NICE Systems so-called “Perform R3,” part of the company’s NICE Perform Compliance Suite, was also used by Marsh to improve recording and speed up the evaluation of calls – better ensuring compliance and risk of misconduct are not a concern.
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Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

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