Customer Stories

Nine boosts employee engagement and reduces attrition 55% with CXone

Overview

Nine, one of Australia’s largest news and media organizations, struggled with an agent attrition rate of 90% due to poor employee engagement. Customer engagement also had room for improvement.

Nine introduced new strategic initiatives and, with the help of CXone, reduced attrition by a whopping 55% while employee engagement grew 8%. Customers noticed and Nine’s Net Promoter Score® rose 22% and revenue increased 18%.