ScS Group Plc Achieves Improvement in Advisor Productivity Related Articles Tools and Techniques to Boost Advisor Productivity Definition: Contact Centre Jargon and Terminologies Outbound Dialling Reference Guide NICE CXone Achieves Perfect Satisfaction Scores © metamorworks - Shutterstock - 1935540943 Filed under - Contact Centre News, NICE, NICE CXone NICE has announced ScS Group Plc has found great success deploying NICE CXone to provide an omnichannel experience for its workforce and consumer base. By employing NICE CXone Workforce Management, CXone Quality Management, CXone Interaction Analytics, Outbound Dialer, and Omnichannel Routing, ScS Plc has seen tremendous improvement in overall operational efficiency and employee satisfaction. ScS Group Plc is a furniture and flooring specialist in the UK, with 100 stores employing over 1,700 nationwide. Moving from their outdated on-premise solution to NICE’s cloud platform that is agile and able to handle the remote widespread workforce was essential. It enabled the digitalization of seven contact channels, including 250 back office workstreams, incorporating seamlessly with the CXone platform. Integrating the Outbound Dialer and the SMS channel with multiple internal systems provided immediate value for the company’s outbound sales team, skills-based routing, and call-back functionality at the queue level. CXone enabled a 50 percent reduction in abandoned calls, an 11 percent improvement in answer rates and the ability to set, monitor, and manage against defined service levels, and a 10 percent improvement in advisor productivity compared to the same period with their incumbent on-premise provider. Employee satisfaction scores have risen thanks to the NICE WFM implementation and use of the mobile app, providing an easy-to-use interface that allows for better scheduling control and flexibility. The addition of NICE solutions and services enabled ScS to create several new roles specific to the platform aiding career progression and allowing for the continued leveraging of open API’s for enhanced integrations, such as NICE Personal Connection and outbound campaign management. NICE Quality Management allows ScS to drive the uplift in evaluation by removing the cherry-picking out of the process and they are now benefiting from NICE Interaction Analytics to build out insights that can be shared across the wider business to identify customer pain points and help with upselling opportunities. Dan Bennet, Director of Customer Experience, ScS Group Plc, said, “In just four months, we have been able to drive some effective results with CXone: 50 percent reduction in abandoned calls, 11 percent improvement in answer rates, and 10 percent improvement in advisor productivity are just a few efficiency gains. As ScS continues to scale its operations, CXone will allow us to identify and remove any customer pain points that emerge to ensure the best experience possible.” Darren Rushworth, President, NICE International, said, “We are pleased with the immediate success found at ScS Group Plc. NICE CXone’s flexibility and ease of use has enabled the company to grow in ways that would have been difficult if they continued to rely on their previous, on-premises solution. CXone enables ScS to effectively scale as they grow and respond quickly to evolving digital demand, providing exceptional customer experiences.” This blog post has been re-published by kind permission of NICE CXone – View the Original Article For more information about NICE CXone - visit the NICE CXone Website About NICE CXone NICE CXone combines best-in-class Omnichannel Routing, Workforce Engagement, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. Read other posts by NICE CXone Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: NICE CXone Published On: 20th Apr 2023 Read more about - Contact Centre News, NICE, NICE CXone Recommended Articles Tools and Techniques to Boost Advisor Productivity Contact Centre Jargon and Terminologies Outbound Dialling Reference Guide NICE CXone Achieves Perfect Satisfaction Scores Related Reports Webinar Replay: Improving Contact Centre Efficiency White Paper: Why You Should Migrate Your Customer Experience Operations eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter