Case Study: Optimising the Balance in Workforce Planning

Challenge Overview

Resource planning is about optimising the balance between three forces: customer experience, employee engagement and the business bottom line. Due to its seasonal nature, Thomas Cook were looking to adopt a flexible workforce strategy, especially considering the volatile contact volumes in the travel sector. Factors like flight changes, weather events, and labour disputes create sudden disruptions affecting contact rates and handling times. 

The priority was to find a system equipped to handle Thomas Cook’s complex, dynamic operation across multiple channels and skills, and ease of setup and reliable local support were essential requirements. Moreover, Thomas Cook wanted an affordable solution, mindful of the seasonal variations in workforce planning needs. The seamless integration of WFM solution, injixo, enabled Thomas Cook to achieve great results in KPI improvements across three key areas: customer, agent and business.

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