Case Study: Health and Human Services Agency achieves faster response and improved advocacy for vulnerable citizens with NICE Systems

County’s Most Vulnerable Citizens Gain Improved Advocacy Powered by NICE Solutions

A large county Health and Human Services contact center serving 1.4 million self‑sufficiency recipients and roughly 2,000 human services specialists faced a slow, manual contact‑center system that hampered agent engagement and strained performance amid frequent policy changes and the COVID‑19 surge. The center needed faster systems, better real‑time insights, and tools to motivate staff so agents could deescalate crises and advocate effectively for vulnerable residents.

The county deployed NICE CXone solutions—Interaction Analytics, omnichannel routing, workforce and quality management, performance gamification and real‑time dashboards—enabling data‑driven supervision, remote support and employee recognition. Results included a 5:32 reduction in average handle time (to 6:08), average speed of answer cut from 8:11 to 1.08 seconds, calls per hour up from 5.17 to 7.44 (≈+140 calls/agent/month), and a 93% reduction in negative customer satisfaction rate (6.4% to 0.43%), while maintaining service levels through the pandemic.