As AI continues to reshape workforce management (WFM), organizations worldwide are adopting intelligent solutions that go beyond basic scheduling to optimize efficiency, support employees, and improve customer satisfaction.
From enhanced forecasting to real-time assistance, WFM technologies are enabling companies to address diverse challenges with tailored, data-driven tools.
Here’s how five industry leaders – NICE, Puzzel, Calabrio, Assembled, and Peopleware – helped their clients implement AI-powered WFM solutions to transform their operations.
1. NICE IEX Boosts Efficiency and Accuracy at Utility Warehouse
At Utility Warehouse, one of the UK’s prominent utility providers, growth in recent years necessitated a modernization of workforce management.
With more than 1,200 agents and an increase in customer demand, Utility Warehouse’s previous WFM system struggled to keep up, relying on manual entries and outdated processes.
Last year, the company turned to NICE IEX Workforce Management for its advanced forecasting capabilities and seamless integration with existing systems.
The results were immediate: forecast accuracy improved by 11%, providing a more stable schedule for agents while reducing scheduling conflicts and errors.
Furthermore, the transition allowed Utility Warehouse to cut administrative staffing costs by £100,000, reallocating resources to more strategic activities.
Chief Operating Officer Rob Harris credited the transformation for enabling greater flexibility and autonomy for agents, stating that NICE’s WFM solution “helped our people work more efficiently and enjoyably” in a way that aligns with Utility Warehouse’s rapid growth and evolving service needs.
Read the full case study on how NICE IEX Boosts Efficiency and Accuracy at Utility Warehouse
2. Puzzel Powers Hybrid Workforce Success at Lifeplus
Lifeplus, a global wellness company specializing in nutritional supplements, took a different route when it adopted Puzzel’s cloud-native WFM solution to support a hybrid workforce.
As Lifeplus transitioned away from its traditional phone system to an omnichannel model, Puzzel’s platform proved essential for enabling a seamless work-from-home model and improved real-time team collaboration.
Director of Customer Care Pam Bowell praised the WFM solution, saying, “Without the Puzzel platform, working from home wouldn’t be possible.”
The results were significant: Lifeplus reached a customer satisfaction (CSAT) score of 94.8%, and its sales, driven by the contact centre, rose sharply.
With Puzzel’s universal queue and omnichannel capabilities, Lifeplus has not only optimized agent availability but also solidified its reputation as a customer-first organization, using real-time data to meet the demands of remote and on-site teams alike.
Read the full case study on how Puzzel Powers Hybrid Workforce Success at Lifeplus
3. Dojo Elevates Operational Efficiency With Calabrio WFM
In the UK payment services sector, Dojo faced a similar challenge. As a trusted payment provider, Dojo needed a solution to manage a growing customer base effectively and keep pace with client demands.
Dojo’s legacy system was reaching end-of-life, necessitating an upgrade to improve both operational efficiency and workforce engagement.
Partnering with Route101, Dojo implemented Calabrio Workforce Management, a platform offering advanced analytics and AI-powered tools that streamlined scheduling, increased efficiency by 25%, and reduced annual costs by £60,000.
The new system reduced the attrition rate by 20% and lowered the average response time to just 10 seconds, maintaining Dojo’s customer-centric focus.
By integrating Calabrio’s WFM tools with existing platforms, Dojo found a scalable way to support its 250 agents and bolster its customer support function with tangible cost savings and operational enhancements.
Read the full case study on how Dojo Elevates Operational Efficiency with Calabrio WFM
4. Assembled Helps Tithely to Quick Wins
Tithely, a software provider supporting over 37,000 churches worldwide, turned to Assembled to help its remote team streamline support and improve response times.
With a dedicated AI task force, Tithely used Assembled Assist to reduce handle times and provide agents with real-time responses.
As Joshua Greenfield, Director of Customer Success, explained, Tithely needed “a partner who would help us score some quick wins while focusing on long-term quality.”
The introduction of Assembled Assist provided an 11% decrease in handle time for email and a 26% reduction for chat. The solution enabled agents to streamline customer interactions efficiently, empowering high-performing agents to train colleagues on optimizing workflows with AI tools.
Agents reported a significant decrease in daily workload, boosting productivity and enabling the team to tackle new challenges. This balance between digital transformation and human engagement reflects Tithely’s broader mission to serve church communities with empathy and efficiency.
Read the full case study on how Assembled Helps Tithely to Quick Wins
5. Thomas Cook Adapts to Post-Pandemic Demands With Peopleware
The travel industry, marked by seasonal fluctuations and unpredictable customer demands, required a different approach for Thomas Cook.
As the UK’s leading digital travel agency, Thomas Cook relied on Peopleware to adapt to post-pandemic shifts in customer contact patterns.
Thomas Cook’s Resource Planning Manager, Kerry Turney, selected Peopleware to support multichannel, multiskill operations that now include webchat and WhatsApp alongside traditional phone support.
Within three weeks, Peopleware’s system was live, helping Thomas Cook achieve a 5.6% improvement in forecast accuracy and a 190-second reduction in average wait times.
Additionally, the optimized occupancy rate decreased agent burnout, leading to a projected £14,000 savings in hiring costs.
With an annual reduction in WFM costs amounting to £108,000, Thomas Cook has not only optimized resource planning but also increased agent satisfaction, ensuring service quality during peak travel periods.
Read the full case study on how Thomas Cook Adapts to Post-Pandemic Demands with Peopleware
Looking for more real-world examples for your contact centre applications? Check out Call Centre Helper’s collection of over 150 case studies
If you are looking for more on AI and contact centre use cases, read these articles next:
- Our Top Use Cases for AI in Customer Service
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- The AI Revolution – How Contact Centres Are Adapting
Author: James Groves
Reviewed by: Jo Robinson
Published On: 10th Jun 2025 - Last modified: 11th Jun 2025
Read more about - Technology, Artificial Intelligence, Assembled, Calabrio, James Groves, NiCE, Peopleware, Puzzel, Top Story, Workforce Management (WFM)
