Case Study: Mom's Meal

CUSTOMER PROFILE

01 THE BEFORE

A challenging job

Various factors contributed to the complexity of the supervisor role at the Mom’s Meals call center. The first was the increasing number of interactions which, while excellent for business, increased the workload of both agents and supervisors.

Secondly, while a wide variety of tools and techniques were available to support supervisors in the wide range of tasks they were required to do, this actually complicated matters by requiring them to switch between different systems and technologies.

What’s more, none of the systems in place gave supervisors the ability to coach agents in real time, as calls were going on. As a result, coaching for quality often happened well after the call had ended, reducing its effectiveness.

“Due to the many agents under each supervisor’s responsibility, it was difficult for them to focus their attention where it’s needed most,” says Allison Schmidt Workforce Management Analyst at Mom’s Meals. “They tended to waste time scanning the queue to avoid SLA risks—a task that was especially important given constantly-growing customer expectations.”

02 DESIRE TO CHANGE

The challenge of change

Change on such a scale can be challenging, and the Mom’s Meals leadership team was hesitant to adopt a new solution having recently become comfortable with the legacy solution it was using. However, the legacy solution itself was at its end-of-life stage, so the upgrade to CXone Supervisor was inevitable.

To facilitate the transition, the company’s Workforce Management team prepared standard operating procedures for supervisors and conducted multiple training sessions to help staff get on board.

“It was clear that the new CXone Supervisor brought more to the table, including convenient features and capabilities that we knew our agents and supervisors would love, given the chance,” says Allison.

03 THE SOLUTION

Answering agents’ needs

The new CXone Supervisor application provides a comprehensive range of features and benefits that reduce and streamline a supervisor’s workload. The one-stopshop centralizes tools and data in a dedicated workspace, catering to all their daily management needs. Real-time analytics enable smarter decision-making when assisting agents with challenging customer interactions. Insights provide a bird’s eye view of agents, contacts and queue metrics, with real-time widgets that make it easy for supervisors to take necessary actions. In-app alerts regarding sentiment and agent states help supervisors focus on and address issues as they arise. Similarly, real-time monitoring enables supervisors to also coach agents, join a call or even take over interactions when needed.

“CXone Supervisor provides the answer to many of the problems or questions that our supervisors were raising,” says Allison. “It didn’t take long to gain the confidence of our leadership, and supervisor buy-in was fast once they saw the benefits.”

04 THE RESULTS

Great results across the board

Since implementing CXone Supervisor, the Mom’s Meals contact center team has seen impressive results. Average call handling time has dropped by up to 18 percent, and overall holds have dropped by 40 percent. A 35 percent improvement in unavailable time means not only that more work is getting done, but also freeing up time for additional training, meetings, and other initiatives that benefit the company.

“With our leaders utilizing Supervisor, we have seen a positive trend in our productivity,” says Allison. “Our agents are taking more phone calls per hour. From our peak in July, we are having 13,000 fewer hold events. needed something to make us more efficient and to support our leaders to keep their agents doing the work that is needed. By implementing Supervisor, we were able to bring our metrics back up to an acceptable working state and on the upward trend to continued success.”

05 THE FUTURE

Optimizing success

As Mom’s Meals’ supervisors learn to navigate through CXone Supervisor, the company’s Workforce Management team continues to provide ongoing support. Maintaining open dialogue with both supervisors and agents allows them to quickly address any knowledge gaps, ensuring the solution is used to its fullest potential.

“Our goal is to optimize use of CXone Supervisor,” says Allison. “To this end, we invest in monthly training with leaders to demonstrate tool utilization, onboarding training for new employees, and feedback sharing so that we can troubleshoot any issues that may arise during this adjustment period. And of course, when in doubt, NICE is always available to help.”