If you’ve ever been in a car accident, you know that it can be a jarring, scary and sometimes life-threatening experience. In the first few minutes after an accident, you’re often in shock, which can be dangerous if emergencies services aren’t nearby or you are driving alone.
For more than 14 million subscribers to OnStar, General Motors’ (GM) in-vehicle safety and security service, an OnStar advisor is often the first voice they hear following an accident. OnStar advisors contact emergency services when a driver is scared, nervous and unable to call for help. They ensure that drivers receive the critical assistance they need and provide a human connection in what is often a stressful, potentially dangerous situation.
With such high stakes for customer experience, the performance of every OnStar advisor matters. And it’s no different for the advisors and agents at GM’s 65 contact centers across the U.S., who support dealers and customers on car maintenance, warranty issues and more. GM’s advisors and agents manage 30 million interactions across 70 lines of business, making improving employee performance a central strategy to achieve the company’s vision of being best in class for customer experience.
To accomplish that vision, GM must bring together the right data to drive employee engagement and improvement. It needs a single picture for executives that provides clarity amid the colossal amount of data available and points to the most impactful opportunities while empowering agents to transform their behaviors. That’s why GM has used NICE Performance Management (NPM) in its OnStar subsidiary for seven years and has recently rolled the latest version of the product, NPM 7.0, across all of its contact centers.
“Inspiring our employees and giving them the right tools is critical to achieving the objectives we set for ourselves, including putting our customers front and center,” said Tom Kanable, business intelligence support lead at GM. “Engaged employees foster excellence in everything they do and focus on customer satisfaction, which are core values for GM.”
GM uses NICE NPM 7.0 to gain clarity into actionable insights that enable superior customer satisfaction. Executives and managers have a full picture of performance growth areas and opportunities, and supervisors and agents are guided in their services and sales performance improvement.
GM realized simplicity in its performance management initiatives with NICE NPM 7.0. Smart, personalized insights ensure that every employee knows where his or her performance stands and what is needed to improve it. Through advanced near-real-time reporting, personalized improvement toolsets and clear, KPI-driven dashboards, employees can take ownership of their performance. The solution enables GM to build a culture of customer centricity and continuous improvement.
By expanding deployment of NICE NPM 7.0 to all of its contact centers, GM can leverage its most powerful asset in delivering better customer experiences: its employees. Learn more about how GM uses NICE NPM 7.0 to make employees true partners in the success of the company while putting customers first.
