I don’t know about you, but if I’m on the phone with my financial institution it typically means there’s an issue. And, like with all contact centers, if the initial agent is incapable of resolving the issue at hand, let the carousel begin of explaining, re-explaining and possibly ending the call with the desired outcome. This is where workforce management can save the day, from scheduling and forecasting, to simply improving efficiency of operations; the results are real.

This week, Metro Bank, a quickly expanding United Kingdom-based challenger bank, announced that it turned to NICE for its industry leading Workforce Management solution to improve operations at its branches and contact centers.

Carl Jorgensen, Head of Resource Planning, Metro Bank, explained, “Metro Bank needed a workforce management solution that could digest the complexity of our organization, which means handling our rapid growth and providing insight for capacity planning in dynamic scenarios. NICE Workforce Management, as the most complete and configurable solution on the market, is giving us exactly the control we need to generate precise forecasts and clear action for both our contact centers and bank branches.”

With the NICE WFM solution in place, Metro Bank can much more easily manage its 1,000 branch positions, in addition to its 600 contact center seats. With the NICE mobile application, scheduling is a snap. And, the workforce management solution ensures that agents are scheduled based on skill sets, which will increase productivity, cut down handle times as well as shrinkage.

John O’Hara, president, NICE EMEA, noted, “As part of our commitment to address the challenges unique to the emerging sector that Metro Bank operates in, our cloud-based Workforce Management solutions ensure they will always stay ahead of the curve, quickly meeting their changing needs. WFM innovations such as state-of-the-art forecasting capabilities, along with our customer-friendly user interface, help institutions like Metro Bank reinvent customer service in the financial services industry.”

Workforce optimization and management solutions are far more necessity than nicety at this point. You only get one chance to make a first impression, so Metro Bank is putting its best foot forward. 

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