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—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 has brought to the journey, SeaWorld has been able to renew its focus on taking care of its guests.
Call Center Case Study: SeaWorld (PDF) | Call Center Resources
With 12 parks—some seasonal, others year-round—SeaWorld’s 125-300 (depending on the season) contact center ambassadors answer all kinds of questions for guests from the company’s single central call center in Orlando. But as the parks were growing in popularity and volume, the contact center was drowning in inefficiency, lost calls (and business) and rising costs. With its suite of CXone cloud customer experience products, NICE CXone was the lifeline SeaWorld needed. Call volume is up 38%, and it can efficiently manage through seasonal fluctuations, as well as those that are intra-week and even intra-day. And by coordinating survey results with quality management, SeaWorld has aligned its internal performance standards with guest expectations—to the benefit of all. SeaWorld’s guest satisfaction scores continue to rise year over year, as does its revenue—and the company credits NICE CXone as a key player in achieving impressive results.
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.
CXone Customer Testimonial: Extra Space Storage (Video)
One call center in Salt Lake City with 120 agents (20 of whom work at home) supports the entire Extra Storage Space operation. With 1600 facilities throughout the U.S., it’s the second largest self-storage company in the country. Moving to NICE and its CXone cloud customer experience platform is creating some remarkable results. Service levels are soaring. Email response times are now measured in minutes, not days. And Extra Space storage is able to provide even greater support for its agents and especially, at-home agents, who are a critical call center component. Happy agents mean happy customers, and Extra Space Storage says NICE makes all that easy!