L.L.Bean is famous for its World Class customer service, and with good reason. As a mail order, online, and in-store retailer celebrating its 100-year anniversary this year, L.L.Bean has seen the tides of customer-facing processes change gradually and significantly, and its workforce optimization processes have undergone important changes as well over the last century. What intrigues those in the customer relationship management (CRM) field is how such an organization selects the right type of software to manage its customer-facing operations.
Having chosen NICE IEX (News 
- Alert) Workforce Management in 1996, L.L.Bean has used the solution to evolve with the changing needs of the contact center. The many capabilities of NICE’s workforce optimization solution enabled L.L.Bean to accommodate scheduling flexibility while maintaining customer satisfaction, according to a case study on the relationship.
Becky Andrews, Supervisor of Scheduling at L.L.Bean, commented, “We produce our schedules three weeks in advance and agents have the flexibility to trade their entire schedule if they want. A recent initiative now allows agents to access and view schedules from home allowing them even more opportunity to trade and swap shifts. That’s a huge component to keeping our agents happy... Read More
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