Would you describe your small to mid-sized contact center as impromptu or even accidental? You’re not alone. Companies of all sizes often assemble call centers in response to emergency situations, recalls, security breaches, bad press—any number of reasons can result in these “war room-like” operations.
But what happens when your improvised contact center needs to take the next step? Without the modern day applications and process efficiencies well-planned contact centers enjoy, agent performance and customer service quality can stagnate quickly. And that creates a negative impact on customer experience and satisfaction.
Case Study: SeaWorld | Call Center Resources
One central contact center in Orlando, with 125-300 (depending on the season) ambassadors, handles hundreds of thousands of calls from guests and prospective guests for the 12 parks that are part of SeaWorld Parks and Entertainment. So efficiency and responsiveness are critical to the company’s brand and its growth. Establishing a partnership with NICE inContact—and moving to the CXone cloud customer experience platform—has enhanced SeaWorld’s contact center performance and business outcomes: Call volume is up significantly; guest satisfaction scores and revenue continue to rise; and costs are down. Most importantly, with the confidence and quality NICE inContact has brought to the journey, SeaWorld has been able to renew its focus on taking care of its guests.
Perils of the Accidental Call Center (PDF)
No company ever intends to build a bad contact center. However, as companies grow, call center capabilities lag, technologies age and workarounds increase. And herein lies the peril of the accidental call center. Learn from the experiences of these customers who discovered they had an accidental call center and the steps they took to modernize and the benefits they now enjoy.
NICE inContact CX Transformation Benchmark - Study 2018 (PDF)
The results are in! Our 2018 CX Transformation Benchmark surveyed 2,400 consumers across the UK, US and Australia about their most recent customer service experiences, including 11 different channels, both agent-assisted and self-service — over 4,600 total interactions. What did we find out? Consumers expect more and they’re ready to buy more from companies that deliver a great experience every time.