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Customer service is central to Global Industrial’s business model: The company sells more than 1,000,000 industrial and business products through its website, corporate sales and catalogs to businesses throughout North America. To optimize its effectiveness, Global Industrial focuses on customer and agent experiences—and, having moved to NICE inContact’s CX cloud platform, takes full advantage of real-time analytics and metrics. As a result, important KPIs continue to improve: Call handling wait times are down; satisfaction is up!