Overview
Join Christian McFarland, Systems Data Analyst at Coastal Waste and Recycling, as he shares how automating workflows and routing in CXone Studio let his team absorb a massive influx of new business without adding a single permanent seat.
Learn how a frontline agent at Coastal Waste, a Southeast waste and recycling company whose contact center handles 1,500 to 1,600 calls a day, moved into building automation and integrations. The work consolidated confusing queues into a handful of customer-facing points of contact, pushed knowledge bases to agents automatically based on call skill, and ultimately supported 90,000 new homes coming online at once with no added headcount.
In this session, you'll hear:
- How moving from frontline agent to systems data analyst gave one team member the perspective to fix queue chaos and dropped emails
- Why simplifying what customers see while keeping full flexibility on the back end reduced friction and improved resolution
- How automating knowledge base delivery based on call skill cut handle time and eased agent frustration
- Why agent experience and customer experience turned out to be directly linked, not separate problems
- How proving an augmentation model, giving agents better tools instead of just adding headcount, became the case for sustainable growth
Whether you're facing a sudden surge in volume or rethinking whether more headcount is really the answer to growth, this testimonial shows what it looks like to scale by investing in the agents you already have.