Case Study: City Furniture achieves higher agent productivity and improved call quality with NICE Systems' CXone

City Furniture Gets Deep Visibility into Performance with NICE CXone

City Furniture, a Florida-based home furnishings retailer with 29 showrooms and a rapidly growing contact center of 120+ agents, struggled with an on-premises Cisco system that delivered inaccurate data and required time-consuming manual reports. That lack of reliable, real-time visibility made it difficult to understand agent performance or scale operations effectively.

City Furniture implemented NICE CXone (omnichannel routing plus workforce, quality and performance management) to gain trusted, real-time metrics and unified tools for scoring and coaching. The result: calls per agent rose from 9 to 13 per hour, hold times fell, agent engagement and performance improved, and overall call quality significantly increased.

City Furniture

Megan Davis

Contact Center Manager