Wodonga TAFE modernises contact centres

Victoria’s Wodonga TAFE has commenced a contact centre modernisation and digitisation initiative aimed at improving quality of service for current and prospective students.

The institution has selected NICE’s CXone suite as the centrepiece for the digitisation initiative.

Wodonga TAFE selected the solution to improve forecasting accuracy, visibility over agents, workforce management and flexibility for remote working for Wodonga TAFE’s contact centre teams.

NICE and partner Generation-e have been selected to transition the institution’s contact centre capabilities from a single platform dedicated to only voice calls to an omnichannel solution that helps employees deliver a more comprehensive service, according to Wodonga TAFE Team Leader for Customer Experience Leanne Gibson.

“By implementing NICE CXone, we are placing our customers’ experience as a top priority, offering more streamlined and effective communication channels for current and prospective students,” she said.

“CXone provides all of the elements that Wodonga TAFE requires, including an omnichannel communication platform, interactive voice response (IVR), real-time reporting, and improved visibility into agent productivity and behaviours. The CXone implementation also lets us build out our contact centre omnichannel offering by adding email, webchat, social media, and other digital and self-service capabilities.”

The platform also helps contact centre agents access more accurate and reliable reporting on the volume of calls and improve overall reporting on mandatory requirements, Gibson said.

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