CUSTOMER PROFILE
CHALLENGE
Red Mountain offers a variety of medical weight loss programs, covering medication and treatment alongside customized nutrition plans. Given the inherently sensitive nature of discussing weight loss and body image issues, the agents at Red Mountain’s contact center must address every customer’s situation with compassion and empathy. The company’s previous setup suffered from frequent outages and involved a manual QA process, making it tough for agents to meet that goal.
SOLUTION
Red Mountain switched to NICE CXone, and immediately freed up desk space for agents and improved team satisfaction. The company’s IT and marketing departments now enjoy a streamlined relationship with customer service, and QA scores increased 20%. Red Mountain plans to continue evolving and leverage AI functionality for the benefit of agents and customers alike.
