Case Study: Southern California Gas Company achieves 8% AHT reduction and improved employee engagement with NICE Systems

Southern California Gas Company - Customer Case Study

Southern California Gas Company (SoCalGas), the largest U.S. natural gas distribution utility serving 21.6 million customers and handling 5.3 million contact-center calls annually, had seen initial AHT improvements using NICE Performance Management (NPM) but could not sustain them. Management found the root cause was inconsistent, often punitive coaching—unclear triggers, goals and follow-up—so improvements faded after the first year.

SoCalGas engaged NICE Value Added Services to train supervisors in NICE Performance Coaching, teaching them to use NPM data for focused, frequent coaching and adding Desktop Monitoring. After management mandated two coaching sessions per employee per month and reinforced training and oversight, AHT dropped 8%, employee engagement increased, coaching became more effective and frequent, and improvements were achieved within budget.

Southern California Gas Company

Neena Master

Director, Customer Contact Center