CUSTOMER PROFILE
THE CHALLENGE
Delivering an outstanding customer experience is critical for AAA Central Penn, because member satisfaction heavily influences renewals. Their previous contact center system had many technical issues that negatively impacted customer service.
AAA Central Penn started the search for a cloud-based contact center solution that could easily scale to support seasonal variations in call volumes as well as multiple digital interaction channels.
THE SOLUTION
Donna Zeigler, Contact Center Manager, explains, “We knew a cloud-based solution would be best, because we needed one system that could support all our agents, regardless of where they were based, using the same browser. We chose NiCE CXone, because of its scalability, omnichannel functionality and ease in configuring and upgrading the system.”
OPPORTUNITIES IDENTIFIED
Reducing hold times and realizing scalability
Donna affectionately calls her team of 50 employees, “Super Agents,” because they’re trained to handle multiple skills and take a wide variety of calls including emergency roadside requests, membership renewals and travel reservations. The team services between 500–700 interactions daily with seasonal spikes in November and December due to membership promotion campaigns. Roadside assistance calls increase in the winter for weather-related issues and again in the summer as members hit the roads for vacations.
Quickly handling spikes in call volumes is critical, so employees that work in AAA Central Penn’s brick and mortar stores act as backups for the contact center team. With NiCE CXone, it’s easy for the retail store agents to easily lend a hand.
“We’ve reduced our hold times with NiCE CXone even while taking high volumes of calls,” says Donna. “CXone’s scalability means that anyone on the team can quickly assist customers — they just need to login using their computer’s browser.”
Driving member satisfaction with omnichannel support
Recognizing that their members prefer different channels, AAA Central Penn implemented an omnichannel strategy using CXone Omnichannel Routing. “Our members can contact us using email, phone, chat or SMS,” says Donna. “It’s important that we offer a choice of communication channels that best fit their needs. For instance, if a member needs roadside assistance, they can contact us via phone or even via text, if they prefer.”
Using CXone Performance Management to motivate agents & monitor KPIs
To identify areas that are working well or need improvement, Donna tracks the team’s performance closely using CXone Performance Management, part of CXone Analytics. With CXone Performance Management, she can easily create dashboards that reflect her team’s real-time performance on key metrics.
“I use the dashboards to track key performance indicators (KPIs) such as after-call-work, break length, average talk time and sales metrics. For some of those metrics, we’ll run gamification challenges such as incenting agents to earn two tokens for every automatic credit card renewal. They can redeem the tokens for a variety of prizes such as gift cards, logo apparel, a ‘Wear Jeans to Work’ day, etc.“
“Our supervisors also use the dashboards to monitor call volumes and other important metrics. We know whether our service levels have balanced out, and, we’re now much more efficient at managing call volumes.”
Offering members an outstanding customer experience
When asked to summarize the top business outcomes AAA Central Penn has realized from using CXone, Donna says, “First, we’ve greatly improved our team’s efficiency, because we’re able to service more members in a timely manner. We’ve also evolved into a team of Super Agents who can handle multiple skills regardless of channel, and, lastly, we’re now a full service contact center that supports phone, email, chat or SMS.”
Donna continues, “I highly recommend NiCE CXone to any contact center. It’s a very easy to use system, and the support team has always been top notch when we’ve needed assistance. With CXone, we can now give our members an outstanding customer experience.”
