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’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!
Voice of the Customer Programs (Webinar) | Call Center Software
Voice of the Customer (VoC) programs are critical for helping businesses gauge their level of success or failure, enabling them to make adjustments and improve customer experiences (CX). And according to a recent study by the Gartner Group, nearly 90 percent of companies believe that CX will be the primary criteria on which they're judged in the marketplace. VoC programs can be used to improve service, satisfaction, and loyalty and drive high CX scores.
Call center industry research from NICE CXone offers valuable insights
Alphanumeric Systems provides a variety of services globally and with nearly 400 agents in five countries, supports users in over 35 countries in 17 languages. Having moved to NICE CXone—and with access to its multiple data centers and robust redundancy—Alphanumeric now easily scales its support based on fluctuating global volume and uses key metrics and analytics to continually improve its performance. CXone has also enabled Alphanumeric to leverage a remote workforce through its successful work-from-home program—a key component in the company’s customer experience strategy.
CXone Increases Efficiency for SumTotal (PDF)
SumTotal Systems is currently #2—and growing—in the learning management space, providing content, training, professional certification, compliance and more to industries as diverse as universities and pharmaceuticals. Having a contact center that provides efficient, reliable service in every interaction is critical: Administrators and end-users alike depend on SumTotal every day to provide the support they need. With an aging, on-premise system, this wasn’t always the case. But it all started to turn around in 2011, when SumTotal began working with NICE CXone and integrating CXone products into its operation. Now the sky’s the limit for SumTotal’s customer support, including a new mobile app on the horizon.