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How Wodonga TAFE improved their CX with razor-sharp focus on student experience

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PROJECT
Improving the quality of service that current
and prospective students received.
SOLUTION
Customer Experience
CLIENT

Wodonga TAFE  https://www.wodongatafe.edu.au/

 
80% improved workforce management
100% reporting and forecasting
100% omnichannel integration

ABOUT WODONGA TAFE

With a mission to strengthen its communities and industries through accessible and innovative learning, Wodonga TAFE’s success is underpinned by an uncompromising commitment to driving student success, inspiring futures through innovative and future focused practices as well as empowering and supporting its people so they too can lead and live happy and fulfilled lives.
Wodonga TAFE is more than just a place where people come to study or work. It is a thriving community that facilitates positive and productive interactions between students, staff, industry, and the community to share knowledge, support one another, and work together to ensure future prosperity for all stakeholders of Wodonga TAFE.

CHALLENGES

Wodonga TAFE was undergoing a broadscale cloud transformation journey, with the goal of improving the quality of service that current and prospective students received. To achieve this, the TAFE needed to increase its customer experience and student administrative services contact centre team’s visibility into incoming calls and reporting around customer experience (CX). Wodonga TAFE’s existing solution provided a single platform for calls to the contact centre.

However, the team needed to expand its capabilities into omnichannel services to provide a more comprehensive service. It was looking for a cloud-based omnichannel contact centre solution that would simultaneously improve its visibility into agent productivity while supporting a remote workforce. In addition, it needed a solution that would provide enhanced insights and analytics for improved forecasting accuracy as well as reliable real-time reporting.

"Deploying NICE CXone has helped bring the focus back onto the customer at Wodonga TAFE, offering more streamlined and effective communication channels for current and prospective students."

Leanne Gibson Team Leader, Customer Experience, Wodonga TAFE

RESULTS

  • Improved reporting integrity and forecasting accuracy
  • Improved visibility over agents and workforce management
  • Improved flexibility for remote working
  • Integrated omnichannel solution into business

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