An outdated, non-integrated premises-based contact center system was limiting an online education company’s ability to deliver the kind of innovation and exceptional customer service its customers expected. But moving to NICE inContact’s unified CXone cloud contact center CX platform changed everything: Productivity, efficiency and CX quality all rose considerably, and both employee and customer satisfaction soon followed suit.
Analytics and Optimization Real Results with Automated Benchmarking
How’s your contact center performing? Learn how to leverage automated benchmarking to reach your goals in Analytics and Optimization: Real Results with Automated Benchmarking. Join Angie Luckey-Succes of Landauer and Bruce Belfiore of BenchmarkPortal for case studies and strategies to clarify decisions for superior outcomes. Take negative performance gaps and map them over to people, processes and technology issues that are in the way of optimal performance.
Benchmarks can uncover new opportunities for reducing costs, streamlining processes, increasing profits and improving customer experience. But only if they’re the right benchmarks for that contact center. The same is true for KPIs, when determining what key metrics are needed to create those benchmarks. This webinar provides contact centers with the strategic tools they need to help close performance gaps and get KPI benchmarking right.
The numbers tell the story: 2.3 million customers all over the U.S., 100,000 phone, chat and SMS interactions daily in peak summer season and up to 100,000 outbound service calls a day. How does a national lawn care company transform its contact centers into productive, efficient customer service powerhouses? Easy: It moves to NICE inContact’s CXone cloud contact center platform.