Case Study County of San Diego Perks Up Callers and Employees Alike with NICE CXone and Gamification The County of San Diego’s Access Customer Service Center experienced long delays, high rates of caller dissatisfaction, and growing employee burnout. An overhaul of their contact center using CXone solutions solved technical challenges and improved call handling, and the platform’s gamification features provided strong employee engagement. CUSTOMER PROFILE ABOUT The Access Customer Service Center provides access to a broad range of health and social services to over 3.3 million residents in the County of San Diego. These crucial services promote wellness, self-sufficiency, and a better quality of life for individuals and families by directly providing food assistance, cash,

Join for free to read