Overview
One of Australia’s largest news and media organisations, Nine, chose CXone to deliver outstanding customer experiences following a surge in inbound calls and to improve employee engagement due to a high attrition rate and the need to move agents to work from home due to the global pandemic. Nine implemented a plan focused on four key areas: creating a mission, focusing on its employees, changing leadership actions and behaviours, and using technology as an enabler with CXone key to accomplishing many of these objectives. Watch the video to learn how Nine achieved these with CXone.