The organization
Founded in the UK in 1934, William Hill is a global online betting and gaming company. It is organized into four business segments: retail, online, U.S. existing, and U.S. expansion.
Today, the company has over 12,000 employees worldwide. Its company’s product and service portfolio comprises various activities such as gaming machines in licensed betting offices and online and telephone activities including sports betting, casino, poker, and other gaming products.
Motivation for change
William Hill’s customer base increased massively in line with the growth in the online gambling market/sector and as a result knew they needed to bring in additional tools such as workforce management (WFM) as their Customer Service team grew. Making sure they had the right employees with the right skills, available at the right time, was key to ensuring their customers had a great experience whenever contacting the company. William Hill adopted Aspect's solutions to help professionalize its WFM and drive greater buy-in for WFM investment across the company.
'It’s not just the calculations and understanding the what. It’s really about clarifying and visualizing the wow.”- Head of Customer Service Systems Improvement, William Hill
The results
Aspect helped professionalize William Hill’s customer experience focus through sophisticated WFM solutions. The Aspect team helped William Hill establish baseline statistics, as well as scenario modeling to make more informed investment decisions. Aspect's solutions also helped William Hill articulate business case for investment in workforce tools.
