Overview
Sixty years ago, family-owned Athens Services began as a trash- and
recyclables-hauling company. But in recent years, it has expanded its mission
to include partnering with communities, legislatures, Cal-OSHA and others on
a broad range of disposal programs, educational events and environmental
initiatives. Partnership and high service standards are the company’s core
values, and the primary goal of the 78-agent contact center is answering
95% of its 606,000+ annual calls in 60 seconds or less. In addition to several
specialized teams, there are two elite, omni-skill teams of agents, including one
dedicated to the city of Los Angeles, the largest city contract ever awarded in
the industry.
With a growing roster of residential and commercial accounts, the contact
center’s ability to achieve its service targets and provide a consistently
exceptional experience to 250,00 Southern California constituents has
been enhanced by NICE CXone
—first by implementing the ACD/IVR, then by
adding CXone Performance Management and ultimately, by incorporating
the CXone Workforce Management tool. CXone Workforce Management’s
visibility, reporting and transparency have enabled Athens Service to elevate
its contact center performance to a whole new level.
