Yource is a leading omnichannel and multilingual contact center services provider in the Benelux, offering outsourcing, insourcing, and staffing services. With operations across the Netherlands, Belgium, Luxembourg, Bulgaria, Morocco, Suriname, and Spain, Yource delivers customer service in nine languages through its 12,000 employees.
Ambitious, flexible, and people-driven, Yource empowers organisations to stay one step ahead in customer contact. To support its growth and innovation-driven strategy, Yource needed a future-ready Workforce Management solution that could enhance efficiency, boost agent engagement, and improve customer retention.
BrightContact supported Yource in selecting and implementing NICE Workforce Management (WFM) to improve efficiency and empower increased employee performance. The AI-driven WFM capabilities provide employees with the ability to select schedules suited to their needs, enhancing engagement and enabling higher service levels for customers.
With NICE WFM’s AI-based smart forecasting, Yource can accurately predict customer volumes and demand based on historical data. Using machine learning, the platform generates optimised schedules that consider employee availability and preferences, positively impacting attrition and shrinkage.
By enabling agents to suggest preferences for working hours and breaks, the system drives engagement while improving workforce allocation and productivity. This results in enhanced efficiency, higher customer loyalty, and reduced operational costs for Yource and its clients.
BrightContact is proud to support Yource on this innovation journey, helping shape its long-term strategic objectives and enabling business success with the NICE WFM solution.
