Customers have high expectations when it comes to the holidays and vacation travel. A vacation is a real treat when all work is suspended, and enjoyment should ideally be the top priority. Nobody expects to have to advocate for themselves to receive a half-decent customer experience. To this end, global all-inclusive resort company Club Med recently expanded its deployment of NICE’s CXone solution into its global operations, providing advanced remote work capabilities for agents and real-time statistics to improve operational efficiencies worldwide.
The expansion follows the company's success in Europe, with Club Med noting that agents have become more dynamic; developing their proficiency, improving answer rates, and boosting overall satisfaction. Club Med chose NICE’s CXone due to its ability to integrate with Club Med’s existing technologies and provide the company with one unified platform to focus on the quality of the interactions and identify training opportunities for agents.
Following the deployment of NICE CXone in Europe, Club Med saw an improvement in agents’ performance, thanks in part to the solution’s ability to present customer information to agents quickly, allowing agents to personalize every interaction. Going forward, Club Med plans to implement smart AI-based routing to ensure customers are helped by the most appropriate agent. CXone will also provide Club Med with advanced quality management for supervisors to evaluate agent interactions and identify coaching opportunities, empowering Club Med’s agents to deliver the expected high-level customer experience.
Building on this success, Club Med expanded the use of CXone into the Americas and added further value with the addition of CXone Workforce Management, and CXone Interaction Analytics. This will give Club Med insights into customer behavior and intent to deliver the best opportunity for improvement across voice channels and enhance operational efficiency with improved forecast accuracy.
“NICE’s real-time view into operations presented us the opportunity to see exactly how our agents handle customer interactions and what changes we needed to make,” said Caroline Launois-Beaurain, Vice President of Digital Sales Product and Experience for Club Med. “This afforded us the chance to see where we can improve our agent’s skillset by equipping our managers to better train and support them. By first testing NICE’s capabilities in EMEA and finding great success, we expanded utilization into the Americas and Asia, continuing to improve agent and client experiences.”
Edited by
Alex Passett
