Provide in-depth analytics and benchmarking capabilities to drive actionable insights with minimal effort. Gain detailed feedback from customers to enable the business to improve performance through specific and quantified interaction details.
Contact Center Customer Experience Improvements for Young Energy (Video)
An electric provider in Texas, Young Energy had few insights into their customer experience—and extracting actionable insight from the limited amount of data they had was cumbersome. Young Energy improved the customer experience from start to finish by implementing NICE inContact CXone. Significant improvements include: 15% reduction in average handle time, 10% reduction in average speed of answer, 15% increase in quality assurance scores, and 10% increase in sales.
Maximize service levels
Hear how IVR provides your customers with a positive call experience by getting them to the right agent with the right skills the first time.
NICE inContact Contact Center Solutions Help 211 LA Put Customers First (PDF)
211 LA is a nonprofit information and referral service that connects Los Angeles County, CA residents with community organizations providing health, human, and social services. Their team of 60+ Community Resource Advisors provide information and referrals to over 500,000 people every year. Putting the customer first is a primary focus at 211 LA. NICE inContact CXone helps them deliver an outstanding experience through the use of NICE inContact CXone Omnichannel Routing for multiple communication options. They also leverage NICE inContact CXone Quality Management Enterprise to drive high quality interactions in addition to using NICE inContact CXone Workforce Management Enterprise for forecasting volume and optimizing staff schedules which has delivered a 20% reduction in full time employees.