This resource is no longer available
US Airways Standardizes WFM Across All Contact Centers
US Airways, the fifth largest domestic US airline, was facing many challenges after a significant merger, including great disparity between the applications used across its five call centers. Two different automatic call distributors (ACDs), various scheduling and forecasting applications, and union regulations made scheduling a nightmare.
It was evident that US Airways needed a single workforce management tool across all contact centers, in order to solve scheduling issues and better forecast call volume.
In this brief case study, find out which workforce management software US Airways relied on to standardize all contact centers, and discover the benefits they experienced as a result, including reduced average speed of answer, faster scheduling time, improved agent productivity, and more.