For more than 60 years, Illinois-based LANDAUER® has been a pioneer in radiation technology safety and compliance. Working with clients across the globe, from veterinarians and dentists to labs and universities, the company operates from eight markets worldwide, providing innovative solutions for improving public health and safety. Today, LANDAUER sets the global standards for radiation monitoring, safety practices and compliance.
Critical to LANDAUER’s mission is its contact center, which manages nearly 5 million account transactions annually, including orders, sales and account management. But in the past, multiple software solutions were causing the company to fall short of providing satisfying client experiences on a day-to-day basis. Response times were poor, order errors were common and there was plenty of frustration all the way around.
But all that’s changed. NICE CXoneTM, in particular Omnichannel Routing—have enabled LANDAUER to take customer service to the next level. Omnichannel routing now integrates phone, email and chat. Voice of the Customer scores have soared, order entry errors have been cut by three-quarters, and agents are reporting increased job satisfaction.
Learn more about why LANDAUER credits NICE CXone people and technology for the company’s dramatic service turnaround.