Republic Services, a leading waste disposal provider, partnered with NICE to focus on customer experience, utilizing Enlighten AI for Customer Satisfaction. This strategic move aimed to improve customer sentiment, reduce repeat calls by 30%, and increase coaching actions by 120% in three months. With 40,000 employees serving 14 million customers, the transformation involved organizational restructuring for enhanced service delivery, including quality and knowledge management enhancements. This initiative led to a significant reduction in negative customer sentiment and optimized agent performance, marking a pivotal shift towards data-driven, customer-centric operations.

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