Overview
The contact center for a large county health and human services agency (HHSA) supports 1.4 million people receiving self-sufficiency benefits. Its agents are called upon to be professional and efficient, deescalate crises, emphatically advocate for high-risk service recipients, and quickly adapt to changing government regulations, HHSA offerings and public needs. Read this case study and find out how NICE’s tailored gamification helped a dynamic, high-stakes contact center improve agent experience and, in turn, enhance advocacy for the region’s most vulnerable populations.