Case Study: Dairy Farmers of America (DFA) achieves 31% more orders and record-low attrition with NICE Systems' CXone Supervisor

CXone Supervisor Ensures Grade A Experience for Agents and Supervisors at Dairy Farmers of America

Dairy Farmers of America, a national cooperative of nearly 11,000 family farms with 15,000 employees, needed to maintain exceptional customer service after a rapid shift to remote work. Supervisors lacked centralized visibility, relied on manual reporting and on-site monitoring, and struggled to coach agents effectively—creating a need to improve agent satisfaction, streamline workflows, and support a fully remote contact center.

By deploying NICE CXone Supervisor for real-time, omnichannel monitoring (including audio and screen recording), automated reporting, skill-based routing, in-app alerts and a live “join” coaching feature, the contact center gained minute-by-minute insight into agent activity and streamlined supervision. The results: 31% more orders entered, an 18% increase in call volume, record employee retention (96% retention / 4% attrition), more than an hour saved per report, and a surge in applicants—enabling higher performance goals and more strategic initiatives.

Dairy Farmers of America (DFA)

Nicole Hibbard

Project Manager National Corporate Customer Contact Center