TAFE's cloud transformation journey
Wodonga TAFE in north-east Victoria has selected NICE CXone to help digitise its contact centre.
The implementation provides improved reporting integrity, forecasting accuracy, visibility over agents, workforce management and flexibility for remote working for Wodonga TAFE’s contact centre teams.
The TAFE’s goal is to improve the quality of service that current and prospective students receive, after recognising the need to increase visibility of incoming calls and reporting on customer experience (CX) across both its CX and student administrative services contact centre teams. The organisation also required a solution that would provide insight and analytics for improved and real-time reporting.
Wodonga TAFE engaged NICE and partner Generation-e to help transition from a single platform dedicated to only voice calls to an omnichannel solution that helps contact centre teams deliver a more comprehensive service for students.
“By implementing NICE CXone, we are placing our customers’ experience as a top priority, offering more streamlined and effective communication channels for current and prospective students,” said Leanne Gibson, Team Leader – Customer Experience, Wodonga TAFE.
“CXone provides all of the elements that Wodonga TAFE requires, including an omnichannel communication platform, interactive voice response (IVR), real-time reporting and improved visibility into agent productivity and behaviours. The CXone implementation also lets us build out our contact centre omnichannel offering by adding email, webchat, social media and other digital and self-service capabilities.”
By streamlining and centralising its communication channels with the support of the cloud native omnichannel NICE CXone platform, Wodonga TAFE transformed the way it does business and realised greater efficiencies across its operations by optimising existing processes. With CXone, Wodonga TAFE’s contact centre agents can now access more accurate and reliable reporting on the volume of calls and improve overall reporting on mandatory requirements. Data can be leveraged to provide insight into peak call volume times for more effective staff utilisation, resulting in a flexible and fully functional contact centre environment that also supports remote working.
“NICE CXone helped our contact centre agents remotely deliver seamless experiences for its students and customers during a challenging time. We are committed to driving innovation through future-focused practices, and our engagement with NICE and Generation-e ensures that future solutions will create sustainable benefits to facilitate improvements. It put the student journey at the centre of what Wodonga TAFE does,” Gibson said.
