Global business process outsourcing (BPO) presents some formidable challenges for Webhelp Nordic. The company handles customer service for 30-plus clients based in five different countries—Sweden, Denmark, Norway, Finland and Latvia—including numerous international brands in the retail, streaming media and insurance industries. And those clients have customers of their own, often in different countries.
Think multiple channels, multiple languages, multiple agent skills requirements and multiple and varied client /customer demands and expectations! And it all must come together in seamless solutions for outstanding customer experience.
Webhelp’s former on-premise technology just wasn’t cutting it: It was complex, inflexible, difficult to maintain and expensive to upgrade. But once Webhelp wisely turned an eye to the cloud—and to NICE inContact—things have never been the same.
With NICE inContact’s CXone platform Webhelp Nordic delivers an outstanding, global customer experience that comprises support in four different languages and multiple channels that include social media, online chat and SMS. Metrics, critical to the company’s success, have been standardized across countries. And Webhelp’s 1,000 agents, who have all moved to the CXone platform, are empowered and motivated with tools like gamification through inView™ Performance Management for CXone.
Read more about the key role NICE inContact solutions play in Webhelp’s impressive global growth.