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Metro Bank Engages Employees for Better Customer Service

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Hoboken, NJ, USA, July 3, 2017 -- NICE (Nasdaq:NICE) announced that Metro Bank, a United Kingdom-based challenger bank, has selected NICE's Workforce Management (WFM) solution to support its UK operations. In addition to increasing operational efficiency and agent productivity at the bank's branches and contact centers, the NICE WFM solution will also help boost employee motivation with a smartphone application for mobile access to WFM scheduling features.

NICE Workforce Management, both the enterprise NICE WFM and EVOLVE solutions, will provide Metro Bank with the cloud-based agility necessary to produce precise forecasts and efficient scheduling in its complex and growing financial services business in the branch while benefiting from the sophistication of the enterprise NICE WFM.



Metro Bank will use NICE WFM's unique capability to schedule agents based on their specific skill sets, which will increase agent productivity through improved occupancy management and average handle times, as well as reduce shrinkage. 

Carl Jorgensen, Head of Resource Planning, Metro Bank:
"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."

John O'Hara, president, NICE EMEA:
"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."

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Posted by Veronica Silva Cusi, news correspondent
Source: Nice

Date Posted: Wednesday, July 5, 2017



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