CASE STUDY: ALDO Group Optimizing Workforce Management for a Global Retail Contact Center

ALDO Group, a leading global footwear and fashion retailer, operates a high-volume contact center that supports customer inquiries, order management, and omnichannel customer experiences across multiple regions. With a presence in over 100 countries and a diverse customer base, managing workforce efficiency while delivering seamless service across multiple time zones and languages required a data-driven, AI-powered workforce management (WFM) transformation.

By implementing AI-driven forecasting, real-time performance analytics, and intelligent automation, ALDO Group improved scheduling accuracy, optimized labor costs, and enhanced agent performance while ensuring a superior customer experience.

Key Challenges

•  ALDO’s contact center faced significant variations in call, chat, and email volume due to seasonal trends, promotional campaigns, and regional shopping behaviors.
• Manual scheduling processes led to an imbalance between agent availability and customer demand, impacting service levels.
• Inconsistent workload distribution and a lack of real-time performance management impacted turnover and employee satisfaction.
• Delays in response times and uneven service quality across different regions affected customer satisfaction scores.

The WFM Transformation

To optimize workforce management, ALDO Group deployed an advanced AI-powered WFM system that introduced:

• Unified workforce management across voice, chat, email, and social media, improving response times by 35 percent.
• Implemented live dashboards to monitor agent efficiency, customer wait times, and resolution rates, enabling instant adjustments to workforce allocation.
• AI-driven dynamic scheduling reduced idle time by 28 percent and improved service coverage during high-demand periods.
• Introduced AI-powered coaching, performance-based incentives, and self-service scheduling tools, reducing attrition by 20 percent.