CVS Caremark Increases Agent Retention and Creates More Workforce Alignment with NICE Employee Engagement Manager
CVS Caremark Increases Agent Retention and Creates More Workforce Alignment with NICE Employee Engagement Manager
3 PagesCVS Caremark improved agent retention and workforce alignment by implementing NICE’s Employee Engagement Manager (EEM) across its 6,500+ contact center agents. EEM replaced manual scheduling processes, enabling more efficient agent training and empowering workforce managers to adopt a consultative, data-driven approach. This resulted in significantly higher agent satisfaction, with many agents choosing to remain at CVS Caremark because of the enhanced engagement and support provided by NICE’s solution, boosting overall operational effectiveness and employee loyalty.
