NICE announced that Thomas Cook UK has significantly improved employee and customer engagement, as well as operational efficiency, with their renewal and upgrade of NICE Workforce Management (WFM). Building on more than a seven year relationship with NICE, the solution is key in a forward-looking strategy of improved customer experience and cost-effectiveness at the company’s UK-based contact centres. NICE WFM, with workforce management software, is providing Thomas Cook UK the tools to integrate omnichannel data from across the organization, to generate accurate contact centre forecasts and staffing plans, and to automate time-consuming tasks related to scheduling and real-time analytics. The resulting operational efficiency, with built-in multi-skill, multi-site and workload manager capabilities, has helped the company achieve: Increased employee engagement, with independent shift trading and overtime requests; Increased agent engagement and productivity; Decreased average handle times; Improved occupancy; and Increased efficiency for supervisory scheduling tasks.