Mobile Mini services customers in the UK , Canada and the US that need temporary site solutions including storage containers, offices and modular buildings. But the company’s on-premises Mitel contact center solution had serious limitations which hampered cost containment and its ability to service customers.
With CXone, Mobile Mini has improved operational efficiency while boosting its customer satisfaction rating and Net Promoter® Score. By improving call routing and fine-tuning its skill setup, the sales team’s response time jumped 82% and sales orders grew 46%. At the same time, average speed of answer fell by 15 seconds.
More revenue, fewer hang-ups, and a whole lot more
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Call center metrics: CXone Performance Management
CXone Performance Management inspires employees to own performance and align with organizational goals by providing transparency and continuous feedback in a social environment. Report “one view of the truth” via customizable KPIs and dashboards aggregated from disparate sources to drive continuous improvement and a high-performance culture. Elevate agent performance with real-time, personalized insights, provide a creative outlet through engaging gamification and wallboards, and motivate with prizes in a customizable virtual storefront. Increase supervisor efficiency and enable focus on high-value activities by automatically creating and sharing performance scorecards. Improve the customer experience by uniting the organization behind transparent CX goals.