For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult. Disconnected platforms and systems, an inability to get the metrics it needed and few customer insights were all obstacles to the excellent experiences the company wanted—and needed—to provide its customers.
“Our goal was to serve our customers better,” says Young Energy’s Chief Technology Officer Bruce Gilbert. “We needed a more sophisticated system like NICE inContact, that could give us insights into our customers, help us make good business decisions by linking data from internal systems, and drive employee productivity.”
Working with NICE inContact has accomplished all that and more. In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores. Even sales increased as a residual benefit!
Young Energy uses a variety of CXone solutions, including NICE inContact CXone Workforce Management Enterprise, NICE inContact inViewTM Performance Management for CXone and NICE inContact CXone Quality Management Enterprise. Issues are identified and addressed immediately. Scaling up and down with seasonal call fluctuations is a snap. And agents stay motivated With inView’s gamification capabilities, get continual feedback on their performance and modify their schedules quickly and easily. Most importantly, Young Energy now understands its customers’ perceptions and experiences through CXone Echo survey results and uses those insights to enhance the customer journey.