MSC Cruises Modernises Global Contact Centres with Peopleware

Peopleware partners with MSC Cruises to modernise their global contact centre operations.

The move aimed to address growing customer expectations, align internal processes, and deliver a consistent standard of service across regions and communication channels.

Previously, scheduling was handled locally using spreadsheets, with no standardised approach or reliable forecasting.

This made it difficult to manage workload fluctuations during seasonal peaks or large-scale events, such as new ship launches or promotional campaigns.

The introduction of a unified WFM solution brought greater visibility and coordination across the organisation.

Michele Pepe, Corporate Workforce Planning Manager at MSC Cruises, said, “It wasn’t just about teaching people how to use the software. We needed everyone, from operations managers to team leaders, to truly understand the value of WFM and Peopleware.”

Staff now have more flexibility and control over their schedules through a self-service platform, while real-time performance data supports more effective collaboration between internal teams and outsourced partners.

Workforce management has become a more strategic function at MSC Cruises, supporting not only operational efficiency but also broader service and business goals.

Michele Pepe concludes: “We were asked to consider another workforce platform, but in the end, we refused because of the usability Peopleware provides. It’s simply the best we’ve seen.”

Reviewed by: Megan Jones