Overview
Join Amy Latzer, Chief Operating Officer at 211LA, as she shares what it means to design a customer experience for people reaching out in their most vulnerable moments, and how partnership with NiCE helped her team meet an unprecedented surge in demand.
Learn how 211LA responds to at-risk callers with urgency and compassion, and how NiCE stepped in when 211LA's call volume spiked to more than ten times its typical level during the pandemic, delivering support within minutes of being asked.
In this session, you'll hear:
- Why removing barriers to access matters most for callers in crisis
- How 211LA designs the experience behind every call, even without answering the phone themselves
- How NiCE responded within minutes when call volume surged more than tenfold
- Why 211LA describes working with NiCE as a partnership, not a vendor relationship
- What it means to be available to callers 24 hours a day, 365 days a year
Whether you're looking to understand what genuine customer partnership looks like under pressure, or how mission-driven organizations think about CX, this testimonial offers a candid look at the human stakes behind the call.