Case Study: Young Energy achieves 15% lower handle time and 10% higher sales with NICE Systems' CXone

Young Energy Improves Customer Experience From Start to Finish with NICE CXone

Young Energy is a family‑owned retail electric provider serving about 25,000 customers across 400 deregulated Texas communities, with ~75 agents handling roughly 315,000 interactions a year. The company relied on disconnected, on‑premises systems that provided little visibility into customer metrics, couldn’t scale for seasonal spikes, and caused long wait times, high average handle time (AHT) and misrouted calls that hurt productivity and sales.

By deploying NICE CXone (omnichannel routing, APIs, Workforce/Performance/Quality/Feedback Management), Young Energy integrated its systems, implemented intelligent API‑driven routing to direct callers to the right team, improved forecasting and agent scheduling, and used scorecards and post‑call surveys for coaching. The changes delivered measurable results: 15% reduction in AHT, 10% faster speed of answer, 15% increase in quality scores and a 10% increase in sales.

Young Energy

Brandon Young

Young Energy