Case Study: OneSource Virtual improves Voice-of-the-Customer insights with NICE Systems CXone Feedback Management

OneSource Virtual Improves Voiceof-the-Customer Insights with CXone Feedback Management

OneSource Virtual, a provider of employee services for companies using the Workday platform, wanted deeper voice-of-the-customer insight and an easier way to run post-call surveys. Its manual process made it hard to spot trends, improve agent coaching, and increase low survey response rates, so the company turned to NICE Systems and its CXone Feedback Management service.

NICE Systems implemented CXone Feedback Management as part of a broader CXone rollout, adding IVR, email, and auto-callback surveys plus QA routing and verbatim analysis. The result was faster access to customer feedback, stronger coaching, and better recognition for agents, with OneSource Virtual reporting a 2.4% year-over-year improvement in survey scores and a 4.75% increase in average agent QA score, alongside 98% employee retention and 96% customer retention.

OneSource Virtual

Myra Nunez

Director of Employee Services