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.
Omnichannel Routing (Video) | CXone Call Center Software
Modernize your contact center and empower your agents to positively and productively interact with customers in any channel with CXone Omnichannel Routing. Follow the twins Jimmy and Johnny in their interactions with one contact center that uses CXone Omnichannel Routing, and another one that, unfortunately, does not. Learn how superior customer service can make all the difference as the twins reschedule a service appointment for their beloved Beetles.