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.

Vendor:: NICE
Posted:: May 5, 2025
Published:: May 5, 2025
Format:: PDF
Type:: Case Study

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