Case Study: Computershare achieves 3–7% above-industry customer satisfaction and improved agent morale with NICE Systems' Quality Management and Interaction Recording

Enhancing Quality Of Service And Employee Satisfaction In A Multisite Environment with NICE Quality Management

Computershare, a global leader in transfer agency and related financial services with multiple U.S. contact centers, needed to raise customer satisfaction and empower agents by standardizing its quality evaluation program. The company wanted clearer, more holistic assessments — including soft skills — greater evaluator and agent confidence, and a shift to a coach-and-mentor approach to improve morale, retention and consistent feedback.

Using NICE Interaction Recording and NICE Quality Management, Computershare moved to a single evaluation form, introduced three-tiered scoring for gray-area and soft-skill assessment, and used NICE Reporter to track trends and target training. The rollout improved supervisor confidence and agent morale, produced 91% of agents saying the new form helped them improve (98% understood the skills), and lifted client satisfaction from the 80–89% range into the 90%+ range—3–7% above industry averages.

Computershare

Robert Cahill

Quality Manager