Case Study: Customer Direct achieves 50% training cost reduction and 15% improvement in agent retention with NICE CXone (NICE Systems)

Customer Direct Boosts Customer Experience and Agent Retention with NICE CXone

Customer Direct is a BPO serving hospitality, e‑commerce, subscription and other industries with 24/7 phone, email and chat support from sites in the U.S. and Mexico. Its on‑premises Toshiba contact center limited omnichannel handling, remote hiring and agent utilization, contributing to high training costs, manual reporting burdens and agent attrition.

By moving to NICE CXone’s cloud omnichannel platform (routing, chat, email, APIs and custom reporting), Customer Direct implemented a work‑from‑home model and a unified agent experience. Results included a 50% cut in monthly training costs, a 15% improvement in monthly agent retention, a 5% rise in quality scores, reduced talk time, automated reports that save supervisors about two hours per week, and improved client visibility into performance metrics.

Customer Direct

Dale McManness

Chief Operating Officer