Discover how Lowe's improved agent satisfaction and scheduling

Lowe's, a major retail home improvement company, implemented NICE Employee Engagement Manager (EEM) with Workforce Management tools, achieving significant results in eight months. Key outcomes include: · Over $1 million in operational cost savings · Processing 434,000 hours of schedule changes via self-service · 22% daily adoption rate among agents · Elimination of six custom WFM applications and spreadsheets · Improved scheduling accuracy, reducing a 20% overstaffing issue The solution offers agents schedule flexibility and reduces management's administrative burden. With NICE Value Realization Services, Lowe's developed tailored workflows, training, and change management strategies.