This case study describes how Jackson Hewitt modernized workforce management to support its highly seasonal tax services business. Scaling from 50 to 250 agents during peak tax season, the organization struggled with schedule adherence, inconsistent time tracking, and limited forecasting accuracy. By implementing Five9 Enterprise Workforce Management, Jackson Hewitt standardized event codes, improved transparency into agent activities, and enabled data-driven coaching. Managers gained accurate forecasting and real-time reporting to handle volume spikes more effectively. The result was improved adherence, higher agent engagement, better staffing decisions, and a more consistent customer experience during critical tax-filing periods.

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