Borgata Hotel, Casino & Spa

Updated: May 6




OPPORTUNITY

Borgata needed a rebuild of their Contact Center’s Workforce Planning strategies due to a decline in service level and customer satisfaction as well as a lack of formally documented policies and procedures.

HOW WE HELPED

Integrated Experiences came in and reviewed all current workload and service levels, developed short and long term staffing plans and worked with HR to right-size the team. During the course of the projects we documented not only what we did but how we did it in order to leave the company with a full work force planning strategy and training manual to best align future managers of the department for success.

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