CUSTOMER PROFILE
THE CHALLENGE
Angie Luckey-Succes, Director of Client Experience at Landauer, manages 42 employees on eight functional teams that handle everything from outbound telesales to price quotes and ac- count renewals. Her contact center juggled multiple software tools which contributed to poor response times, high order entry errors and agent and client frustration. It also caused poor re- sponse times to inquiries and orders, and frustration among agents because workloads weren’t fairly distributed.
THE SOLUTION
NiCE CXone integration improves the customer experience
Angie was tasked with finding a better solution. She selected NiCE CXone, and the transformation has been phenomenal. “I’m really excited that we now offer omnichannel for our customers including phone, email and chat. We’re maximizing our competitive advantage with NiCE CXone.
”CXone Omnichannel Routing has positively influenced business outcomes including improving the customer experience. “We’re now scanning our written correspondence items directly into NiCE CXone and routing them to agents as interactions,” says Angie. “More importantly, we can now tell customers that we’ve received their item and when it’s complete. That process used to take around 10–14 days and now it takes less than a day. To have completion rates of eight hours or less—that’s phenomenal. We’re really taking customer service to the next level with NiCE CXone.”
Lower attrition and improved agent workload balance
Agent attrition has also decreased with NiCE CXone. Much of that improvement is due to integrating the ACD and IVR so agents have a more balanced workload. “Our agents have really benefited from NiCE CXone, because with our old system we didn’t have an equal workload distribution,” explains Angie. “Now we can distribute work based on agents’ functional skills and schedules. There’s no more frustration among agents about whether they’re doing too much work or others aren’t doing enough. It’s enhanced our teamwork, because they’re now raising their hands to help others. It’s elevated the bar for our team.”
New visibility into important metrics
Manual reporting was a tedious task with Landauer’s old system. With CXone Reporting, Angie now has visibility into important metrics such as total inquiries received and completed, completion percentage, response time and detailed results for each agent. Real-time dashboards show pending items in omnichannel queues such as chats, emails, faxes and packing lists. “Our Voice of the Customer scores for email are now 93% and for phone it’s 96%,” says Angie. “We’ve reduced order entry errors by 73%, and our paperless conversion rate is 30%. This is the first time we’ve had visibility into these types of important metrics so we can measure our service level performance.”
“I’m really excited to celebrate how much we achieved with NiCE CXone,” enthuses Angie. “We receive over 114,000 emails annually. We’ve reduced our email response time from seven to 10 days to one to two days. Our quality performance results have risen to 92%. We now have a 100% completion rate for emails, postal mail and packing lists—previously, we struggled with lost items, but that’s not an issue with NiCE CXone.
NiCE CXone’s technology and people “make the difference”
Angie sums up her experience with NiCE CXone as a great experience. “When I think about the top two things that I value about NiCE CXone it comes down to its technology and people. Their technology is flexible and adaptable. It’s always evolving, and it’s very innovative. I’ve never worked with a solution like NiCE CXone that can support omnichannel and do more than just handle a phone call or email.”
“NiCE CXone’s people are also fantastic. Our implementation manager always works to find an innovative solution to help us integrate or implement something unique for our platform. They have a great willingness and desire to help and support their customers. You just can’t beat the powerful combination of NiCE CXone’s technology and people—they both really make the difference.”
