As a regional AAA (American Automobile Association) club serving nine counties in Central Pennsylvania, AAA Central Penn faces significant day-to-day challenges. A 50-member team handles 500 – 700 member interactions every day, with recurring seasonal spikes throughout the year. Agents need to be able not only to respond quickly to spikes in volume, but also to move effortlessly between helping members with emergency roadside assistance, travel reservations and membership renewals.
AAA Central Penn found that it had some serious baggage: Technical issues in its contact center system. Customer service was falling way short—and member satisfaction was a key determinant in membership retention and renewal levels.
A move to NICE inContact—and the cloud—was just the ticket. AAA Central Penn chose NICE inContact CXone because of its scalability, omnichannel functionality and ease in configuring and upgrading the system. In fact, with CXone, AAA Central Penn is now an omnichannel contact center that supports phone, email, chat and SMS. Agents have evolved into efficient “super agents” who can do it all, and gamification challenges help keep them motivated. Hold times are down, and membership sales and travel reservations are up! And CXone’s metrics are helping to keep everything on the right track.