Contact Center Customer Experience Improvements from Start to Finish for Young Energy - NICE inContact

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Overview

An electric provider in Texas, Young Energy had few insights into their customer experience—and extracting actionable insight from the limited amount of data they had was cumbersome. Young Energy improved the customer experience from start to finish by implementing NICE inContact CXone. Significant improvements include: 15% reduction in average handle time, 10% reduction in average speed of answer, 15% increase in quality assurance scores, and 10% increase in sales.