Case Study: Mom's Meals achieves faster handling times and higher productivity with NICE Systems' CXone Supervisor

Mom's Meals has supported more than 1,000 organizations with value-conscious ready-made meals

Mom’s Meals, a nationwide provider of chef- and dietitian-designed ready-made meals, operates a busy contact center of 400 agents handling roughly 95,000 outbound and 44,000 inbound calls weekly. Supervisors struggled with fragmented tools, growing interaction volumes, and the inability to coach agents in real time—forcing them to “scan the queue” to avoid SLA risks instead of focusing where they were most needed.

Upgrading to CXone Supervisor centralized management tools into a single workspace with real-time analytics, interaction monitoring, alerts, and in-call coaching, enabling supervisors to intervene faster and more effectively. The contact center saw up to an 18% reduction in average handle time, 40% fewer holds, a 35% improvement in unavailable time, a 9% increase in interactions per FTE per hour, and thousands fewer hold events—boosting productivity and agent capacity.

Mom's Meals

Allison Schmidt

Workforce Management Analyst