Overview
The nationwide Dairy Farmers of America cooperative strives for perfection in providing exceptional customer experiences. With the shift to remote work, the organization’s customer support center sought to ensure that agents were both meeting the highest service standards and enjoying what they do. After implementing CXone and the cost-free integrated Supervisor application, they achieved those closely connected goals—and much more. The solution streamlined workflows, automated reporting, provided actionable business insights based on real-time agent activity, and improved coaching. The result has been record-breaking retention rates and a 31% increase in orders entered, as well as major time savings. In light of these successes, the service center leadership was able to raise the bar for agent performance even higher, fully confident that CXone will help them reach it.
