Thomas Cook deploys workforce management to cloud

Thomas Cook has migrated its workforce management systems to the cloud to provide a better customer experience.

Although Thomas Cook has been using NICE Systems' Workforce Management for the last nine years, it was previously based on-premise. The move to the cloud means Thomas Cook can better forecast and schedule agents across all of its contact centres.

Martin West, Head of Central Operations Support at Thomas Cook said the move to the cloud addresses the company's changing business needs to include multi-channel service operation.

"This has also given us the opportunity to centralise our customer-facing operations, which will help us achieve greater operational efficiency, better service, and reduced costs,” he said.

NICE Systems said its Workforce Management Solution offers transparency for leaders, allowing them to take into account skill types, contact channels, departments of staff so the best suited employees can be deployed when needed.

Contact centre staff and store managers are able to get real-time insights into the running of their operations, such as length of queues and how employees are sticking to shift patterns. Managers are also able to take action if they see a problem developing.

The system also allows employees to choose when they work and when they book time off, meaning they are in control, which will hopefully improve staff motivation.

Benny Einhorn, President, NICE EMEA finished: "With this cloud deployment, the company has a clear, organisation-wide view into the forecasting and scheduling of staff, while at the same time retail personnel have ownership over their schedules. We’re proud of our partnership with Thomas Cook which provides an excellent example of how a company can deliver outstanding customer service through employee engagement.”