Case Study: Athens Services boosts agent adherence and productivity with NICE Systems' CXone

Athens Services Manages Growth and Productivity with NICE CXone

Athens Services, a family‑owned waste and recycling company serving Southern California, has grown into a community and municipal partner with a 78‑agent contact center that handles over 606,000 calls a year and must meet aggressive service targets (95% of calls answered within 60 seconds). Rapid growth—including taking on the City of Los Angeles contract—exposed manual processes, unpredictable call peaks, and inefficient forecasting, scheduling and quality monitoring that limited productivity and agent adherence.

By implementing NICE CXone (ACD/IVR, Omnichannel Routing, Performance Management and Workforce Management), Athens automated routing, gained real‑time visibility and streamlined forecasting and scheduling. The contact center raised agent adherence from 67% to 82%, improved service levels (example day: 90% service level, 9‑second average hold, 0.5% abandon), boosted agent productivity and engagement, and saved managers significant time in workforce planning.

Athens Services

Dora Castro

City Liaison/Admin