A Deep Dive into Tailored Automation and Visibility Raises Efficiency and Satisfaction About Sallie Mae Sallie Mae is the nation’s leading company for private education loans, education savings, and online planning tools and resources for college students. The company has helped more than two million families since 2014 Sallie Mae employs between 288 and 525 people, based on seasonal fluctuations, at four contact centers. These contact centers – in Delaware, two locations in Indiana, and in Florida – handle a total of around 1.6 million inbound calls every year. The Challenge In order for Sallie Mae to provide the highest quality customer service at its contact centers, staffing had to be able to meet demand at all times. That meant occupancy had to be optimized through appro

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