Valvoline, Inc. had identified a significant service issue that ran counter to the company’s brand standards, Quick. Easy. Trusted. What’s more, this issue was having widespread impact: both in the stores and on the phone, it was negatively affecting customers’ and employees’ experiences, as well as hurting performance and service standards.
Want to know more? You’ll have to listen to our webinar, Getting CFO Buy-in for KPIs Your Customers Deserve. In it, Valvoline’s Director of Customer Support Shawn Castle describes his problem-solving journey, Valvoline’s partnership with NICE inContact and the stellar results.
Shawn set his sights high.He was looking for a solution that would meet a variety of challenges and improve certain KPIs and reinforce the Valvoline brand and deliver an ROI of 2+! So he turned to NICE inContact’s CXone Open Cloud CX Platform and ultimately took advantage of multiple, integrated CXone offerings, ranging from omnichannel routing and IVR to analytics and APIs. A key component of the company’s solution involved leveraging its best-in-class contact center.
In the webinar, Shawn will take you through the entire process, including getting buy-in, implementing the plan and measuring—qualitatively and quantitatively—what became a virtuous cycle of success. Most importantly, you’ll need to tune in to find out how results exceeded objectives and expectations.
Download our informative webinar, Getting CFO Buy-in for KPIs Your Customers Deserve, to learn more.