Norwegian Cruise Line is adopting NICE’s Interaction Management, analytics-based Quality Optimization, and customer feedback survey solutions.
They will use the NICE solutions to apply quality measurement metrics and solicit customer feedback via IVR (Interactive Voice Response) survey for its three US contact centres. This will enable the company to gain valuable insights into its customer interactions, including direct input on service levels.
This information will help the cruise operator decide where improvement is needed in order to further enhance customer experience. For instance, it may decide that additional agent coaching is needed in order to close agent knowledge gaps and improve first-contact resolution rates.
By improving the quality of its service, the company will be able to achieve greater customer satisfaction and loyalty. It will also help the company reduce operational costs and increase revenues by enjoying greater opportunities for cross-selling and up-selling.
“Taken together with our existing Workforce Management solution from NICE, we now have a more comprehensive set of capabilities for optimizing our workforce and improving our contact center performance. We are confident that this will help boost our customer service and deliver measurable return on investment,” said Crane Gladding, senior vice president of passenger services for Norwegian Cruise Line.
“This deal with Norwegian Cruise Line is a terrific example of how our Cisco partnership is helping companies leverage best-of-breed technology within a unified communications strategy,” said Barak Eilam, President of NICE Americas. “We are excited to see companies like Norwegian Cruise Line embrace the NICE/Cisco offerings to optimize their contact center operations and enhance the customer experience.”
Author: Jo Robinson
Published On: 1st May 2013 - Last modified: 22nd Mar 2017
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