Case Study: Mattress Firm achieves improved operational efficiency and customer experience with NICE Systems' CXone

Mattress Firm Boosts Operational Efficiency with NICE CXone

Mattress Firm, the Houston‑based specialty bedding retailer with more than 3,500 stores and two contact centers (67 agents), struggled with an antiquated contact‑center system that required manual Excel forecasting and scheduling, lacked vendor support, and produced inconsistent schedule adherence and uneven interaction quality. These operational gaps made it difficult to deliver the consistent, high‑quality service the company requires.

By moving to the NICE CXone cloud platform—including workforce management, quality management, omnichannel routing and IVR—Mattress Firm automated forecasting and scheduling, improved real‑time adherence and standardized QA. The change cut average handle time by 22%, lifted quality scores about 21% (from ~50% to ~70%), increased schedule adherence 31%, and boosted Consumer Affairs ratings 66%, resulting in faster scheduling, higher agent productivity and better customer satisfaction.

Mattress Firm

Jared LaMorte

Senior Manager of Quality and Training