One call center in Salt Lake City with 120 agents (20 of whom work at home) supports the entire Extra Storage Space operation. With 1600 facilities throughout the U.S., it’s the second largest self-storage company in the country. Moving to NICE inContact and its CXone cloud customer experience platform is creating some remarkable results. Service levels are soaring. Email response times are now measured in minutes, not days. And Extra Space storage is able to provide even greater support for its agents and especially, at-home agents, who are a critical call center component. Happy agents mean happy customers, and Extra Space Storage says NICE inContact makes all that easy!
Call Center Case Study: SeaWorld (PDF) | Call Center Resources
With 12 parks—some seasonal, others year-round—SeaWorld’s 125-300 (depending on the season) contact center ambassadors answer all kinds of questions for guests from the company’s single central call center in Orlando. But as the parks were growing in popularity and volume, the contact center was drowning in inefficiency, lost calls (and business) and rising costs. With its suite of CXone cloud customer experience products, NICE inContact was the lifeline SeaWorld needed. Call volume is up 38%, and it can efficiently manage through seasonal fluctuations, as well as those that are intra-week and even intra-day. And by coordinating survey results with quality management, SeaWorld has aligned its internal performance standards with guest expectations—to the benefit of all. SeaWorld’s guest satisfaction scores continue to rise year over year, as does its revenue—and the company credits NICE inContact as a key player in achieving impressive results.
One solution. Double the impact.
Learn how NICE inContact and Salesforce teamed up to help Extra Space Storage double their unit reservation rates.
CXone Omnichannel Routing Helps NextGear Capital (Video)
NextGear Capital is the largest independent inventory finance company in North America, providing credit for dealers to purchase car inventory. With a customer base of more than 22,000 dealers, NextGear Capital also provides a robust array of services and support. Their contact center needed consistency and flexibility at multiple locations. Learn how they utilized NICE inContact CXone to centralize their operations and create omnichannel options for their customers.