Case Study: Mobistar achieves improved agent coaching and job satisfaction with NICE Systems' coaching solution

Mobistar - Customer Case Study

Mobistar, Belgium’s leading mobile operator with roughly 1,700 employees and about 2.9 million customers, handles 8,000–12,000 customer calls a day. Facing the need to empower agents and improve skills through a coaching-led (not evaluation-led) approach—focused on Skills, Knowledge, Attitude → Performance (SKAP)—Mobistar sought a solution to streamline quality monitoring and enable more effective, evolution-oriented coaching.

Mobistar implemented NICE’s customer interaction and quality monitoring solution plus NICE’s implementation and education program (with partner Dimension Data), giving coaches call playback, rewind and screen-activity correlation, along with tailored training and QM consulting. The result was stronger, more consistent coaching and higher agent job satisfaction—agents now request coaching sessions that previously didn’t occur.

Mobistar

Isabelle De Brock

Head of Coaching, Mobistar Belgium