Case Study: Waste Management achieves 92% agent adherence and 79% coaching compliance with NICE Systems

Waste Management - Customer Case Study

Waste Management, North America’s leading waste and recycling services provider, operates 12 customer contact centers and handles over 15 million live contacts and 2 million emails annually. The company sought to improve customer experience and standardize agent coaching across sites but lacked a central repository for performance data and a consistent coaching methodology to drive measurable improvement.

Waste Management implemented NICE Performance Management as part of its DRIVE (Deliver Results, Increase Value and Engagement) initiative, supported by NICE analytics, quality and workforce tools to standardize coaching and give agents visibility into their performance. Within four months, agent adherence rose from 87% to 92% (a 5-point gain), quality scores increased from 74.5% to 79.3%, and coaching compliance climbed from 25% to 79%, enabling targeted coaching through comprehensive performance reporting.

Waste Management