Case Study: Wodonga TAFE

CUSTOMER PROFILE

ABOUT WODONGA TAFE

With a mission to strengthen its communities and industries through accessible and innovative learning, Wodonga TAFE’s success is underpinned by an uncompromising commitment to driving student success, inspiring futures through innovative and future focused practices as well as empowering and supporting its people so they too can lead and live happy and fulfilled lives.

Wodonga TAFE is more than just a place where people come to study or work. It is a thriving community that facilitates positive and productive interactions between students, staff, industry, and the community to share knowledge, support one another, and work together to ensure future prosperity for all stakeholders of Wodonga TAFE.

^{Entrance to Wodonga TAFE Building A, level 2. Photography Credit Wodonga TAFE}

THE CHALLENGE

Wodonga TAFE was undergoing a broadscale cloud transformation journey, with the goal of improving the quality of service that current and prospective students received. To achieve this, the TAFE needed to increase its customer experience and student administrative services contact centre team’s visibility into incoming calls and reporting around customer experience (CX).

Wodonga TAFE’s existing solution provided a single platform for calls to the contact centre. However, the team needed to expand its capabilities into omnichannel services to provide a more comprehensive service. It was looking for a cloud-based omnichannel contact centre solution that would simultaneously improve its visibility into agent productivity while supporting a remote workforce. In addition, it needed a solution that would provide enhanced insights and analytics for improved forecasting accuracy as well as reliable real-time reporting.

THE SOLUTION

Wodonga TAFE engaged NICE and its partner, Generation-e, to deploy NICE’s CXone solution. CXone provided all of the elements that Wodonga TAFE required including an omnichannel communication platform, interactive voice response (IVR), real-time reporting, and improved visibility into agent productivity and behaviours.

NICE and Generation-e worked closely with Wodonga TAFE to integrate CXone across the student administrative services and customer experience contact centre. This created a seamless omnichannel experience while meeting its business objective of improving overall CX.

The CXone solution let Wodonga TAFE build out its omnichannel offering by adding email, webchat, and social media capabilities to its contact centre for student enquiries; all of which can be accessed from one central location. This has helped Wodonga TAFE realise greater efficiencies and productivity across its contact centre operations.

OPPORTUNITIES IDENTIFIED

With the support of the NICE CXone solution, Wodonga TAFE has achieved significant improvement on its existing processes. By streamlining and centralising its communication channels, Wodonga TAFE has realised greater efficiencies across the board for its contact centre agents and can now access more accurate and reliable reporting on the volume of calls. Additionally, having access to dispositions (call closure codes) within the CXone solution lets Wodonga TAFE improve its overall reporting on mandatory requirements including, for example, the number of calls for skills and job centre enquiries.

Wodonga TAFE has also realised additional benefits from its CXone deployment, including:

• increased visibility into call volumes and types
• increased visibility into agent activities
• increased reporting integrity and forecasting accuracy
• improved support for remote contact centre agents.

With its improved reporting capabilities, Wodonga TAFE has also improved workforce management for its contact centre agents, leveraging insights into peak call volume times for more effective staff utilisation.

While the CXone solution is currently only deployed across the customer experience and student administrative teams, Wodonga TAFE is planning to expand its CXone deployment across more departments and teams throughout the organisation. In addition to its CXone solution, Wodonga TAFE also plans to build on its current NICE deployment and integrate it with a customer relationship management (CRM) solution to provide a single, holistic view of the customer.

Wodonga TAFE is committed to driving innovation through future-focused practices. Its engagement with NICE and Generation-e ensures that future solutions will create sustainable benefits to facilitate improvements in student administration and customer experience.

^{Deploying CXone has created a seamless omnichannel experience for the Wodonga TAFE customer experience and student administrative teams, while simultaneously meeting its business objective of improving overall CX. Photography Credit: Wodonga TAFE}