Estes Forwarding Worldwide Improves the Customer Experience and Realizes Massive Efficiency Gains with CXone

Overview

EFW was growing exponentially because of its customer-centric contact approach. To double in size again, they wanted even greater ability to personalize insights for their clients. Rudy Balli, Senior Manager of Corporate Operations at EFW explains: “We’ve kept careful track of inbound and outbound call metrics, but I wanted deeper analytics to help my team elevate their performance.”