Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time
NICE inContact
OCTOBER 17, 2018
billion in annual sales (2016). But the Houston-based company was losing sleep over its two contact centers. With average handle time (AHT) down by 21%, adherence up by 31% and QA scores up from around 50% to 70%, the positive impact on customer satisfaction is unmistakable.
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