Case Study: Nine cuts agent attrition by 55% and boosts revenue 18% with NICE Systems' CXone

Nine Boosts Employee Engagement and Reduces Attrition 55% with CXone

Nine is a leading Australian media company operating top TV, radio and news brands, whose Customer Service Centre handles over 500,000 contacts annually with 63 agents. After moving contact-centre operations back to Australia, Nine faced a COVID-driven inbound surge (up to 111%), a rapid shift to work-from-home and a 90% attrition rate driven by low employee engagement and outdated quality metrics.

Nine implemented a four-part plan—defining a mission, prioritizing employees, changing leadership behaviours and using NICE CXone as the technology enabler (omnichannel routing, IVR, quality and workforce management, feedback). The integrated solution enabled remote work, streamlined the IVR and improved coaching, producing a 55% drop in attrition, 22% rise in NPS, 18% revenue growth, 69% fewer call transfers, 9% higher first-contact resolution and an 8% lift in employee engagement.

Nine

Rich Rose

Director of Customer Service