Case Study: Coastal Waste & Recycling

Coastal Waste & Recycling operates multiple contact centers supporting customers across Florida, Georgia, and the Carolinas. As call and email volumes grew, leaders saw an opportunity to modernize operations - eliminating manual reporting, improving accountability, and empowering agents through real-time visibility. The company implemented Performance Management, Quality Management,and Workforce Management to unify data across channels, automate dashboards, and drive engagement through gamification. The results were transformative: a 20% reduction in unproductive time, 10% improvement in performance, and 100% unified visibility across teams. Coastal Waste now runs a data-driven contact center built on clarity, accountability, and continuous improvement.

01 BEFORE

Disconnected tools, limited visibility and growth

Before implementing NiCE’s solutions, Coastal Waste & Recycling’s contact centers operated with multiple, unconnected systems. Phone data lived in one tool, emails in another, and QA was managed manually via Excel. As a result, supervisors spent hours piecing together reports that were already outdated by the time they were shared.

“We had the information we needed, but no clear overview,” says Dustin Meadows, Market Area Customer Experience Manager,, Coastal Waste & Recycling. “The lack of data integration made it impossible to track agent productivity, understand bottlenecks, or identify coaching opportunities. Leaders knew there were performance issues, but had no visibility to diagnose them.”

02 DESIRE TO CHANGE

Scalability and accountability at the heart of transformation

As Coastal’s customer base expanded across Florida, Georgia, and the Carolinas, call and email volumes soared. The company needed a way to scale without losing visibility or control. Its leadership set out to create a data-driven culture where every agent understood their goals, and every supervisor could measure success in real time.

The contact center set out to establish a single source of truth for all performance metrics, supported by dashboards for both agents and leaders. The team aimed to achieve measurable accountability without relying on manual reporting, and needed a flexible platform capable of supporting custom KPIs tailored to their operations.

Performance Management changed everything for us,” says Dustin. “Now everyone - from agents to executives - sees the same data, and that clarity drives performance.

Dustin Meadows

Market Area Customer Experience Manager

03 NiCE SOLUTION

Custom dashboards, unified data, and gamified engagement

Coastal partnered with NiCE to implement Performance Management, Quality Management, and Workforce Management solutions, which connected every channel and automated data visibility.

The key capabilities deployed included a Custom Agent Performance Score (APS) - a unified metric that combines 26 KPIs covering quality, punctuality, and output. In addition, automated dashboards, which are refreshed daily, provide visibility for both leaders, supervisors and agents. Custom productivity metrics can also be built, enabling the creation of tailored formulas to track unproductive time, late arrivals, and call-outs. Gamification and leaderboards boost motivation and engagement, fostering healthy competition and accountability. Finally, automated dashboards are delivered daily to the leadership team, enhancing executive reporting and ensuring full transparency across the organization.

04 RESULTS

Higher performance, unified visibility, and stronger engagement

Since implementing NiCE Performance Management, Coastal Waste has achieved a transformation that is both measurable and cultural.

Operational impact has been substantial. Overall performance improved by over 10% within just a few months of adoption, while unproductive time decreased by 20% thanks to targeted accountability metrics. Handle rates rose from 85% to consistently above 95%, and email backlogs - once in the hundreds each day - were completely eliminated, with every message now handled daily.

Leadership efficiency has also reached new levels. Supervisors who once spent hours compiling reports can now access accurate data in seconds. Performance Management dashboards provide a snapshot of both team and individual performance, allowing leaders to make informed decisions faster.

Finally, agent engagement has strengthened dramatically. Agent dashboards empower agents to track their own progress, while gamified leaderboards and recognize and reward top performers. Shared metrics have fostered a culture of collaboration, trust, and ownership, ensuring everyone is aligned around the same data-driven goals.

“At the agent level, the system has created personal accountability and the motivation to improve,” says Dustin. “We have staff who initially ranked lowest in the performance score, but improved from red to top-five status after using Performance dashboards daily to self-coach.”

05 FUTURE

Expanding gamification and preparing for AI-driven workflows

Building on the success of its Performance Management implementation, Coastal Waste is now focused on expanding engagement and preparing for AI-driven workflows. The company plans to broaden its gamification and marketplace rewards to encourage daily participation and motivation among agents. It also intends to extend Performance Management capabilities beyond the contact center, bringing the same data-driven visibility to back-office functions such as billing and cash application. In parallel, Coastal Waste will explore NiCE Expert and Copilot to introduce AI-powered coaching, process automation, and even greater operational intelligence.