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- Paychex Case Study
Consolidating disparate WFM efforts delivers fast results and half a million in annual saving
Challenge
Paychex doggedly maintains a lofty goal of never losing touch with its clients. But when Paychex couldn’t guarantee an agent was always available to take client calls, it became clear the company was falling short of its promise.
Different Paychex contact center teams were operating in silos and using three different contact center technology systems. This disintegrated approach wasn’t delivering the best possible experience to its clients, and it certainly couldn’t support the company’s projected fast growth.
Leaders knew the only way to remedy the situation was to unify all users and workforce management (WFM) capabilities into one single, full-featured platform.
The fast results we achieved really opened everybody’s eyes. We gave people WFM insights they’ve never been able to see before.
Caryn Yurkstas –
Sr. Workforce Analyst – Paychex