Case Study: Royal London Boosts Employee Engagement Score With WFM Tool


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Royal London were struggling with challenges around visibility of operations and the need to centralise their resource planning activities across multiple sites, teams, and functions.

They recognised the need for a Workforce Management solution to resolve many of the pain points they were faced with.

By implementing a Workforce Management (WFM) system, Royal London are now able to integrate their multi-channel work and volumes (mainly emails) with telephony work and volumes. By doing this, all specialist areas now have a combined capacity plan view, so the different teams can quickly spot broken workflows which need to be streamlined.
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