As a provider of electricity to homes and businesses in Texas, Young Energy has made customer service a priority. The company’s long partnership with NICE—and the move to the CX cloud experience platform and solutions—has enabled it to continue building and refining its efforts. From forecasting and scalability to agent performance and customer satisfaction, Young Energy has seen improvement at every turn, especially in the metrics that matter the most. The company’s billing and CRM platforms have also been integrated, enabling Young Energy to serve its customers even better.
4 Call Center Software CX Strategies to Win in the Experience Economy (PDF)
Today’s customers are not just looking to get the right service at the right time and right channel. They are looking for an experience that is immersive, engaging and proactive. Read about four simple ways to start transforming your CX.
Cloud-based Contact Center Solutions (PDF)
While it is possible to deliver a great personalized experience to customers without technology when a company is small, it is not as easy once the business gains scale. When this occurs, it is time to transition from an informal service/sales organization to a more structured operating department that utilizes best practices and systems to achieve company goals cost effectively. This paper will help Operations and Contact Center leaders build a compelling business case to make the needed investments in the contact center.
Focus on Customer Experience Pays Off
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!