FirstEnergy Customer Service Awarded for Innovation, Implementation Success

Members from our Customer Service team accepted the Rookie of the Year Award during the 2018 CX Excellence Award ceremony. Pictured (l. to r.) are: Yaron Hertz, president, NICE Americas; Shelly Hickox, Transmission project manager, Transmission Programs; Greg Hussing, director, Customer Contact Centers; Greg Gallmoyer, application configuration analyst, Contact Center Technologies; Paul Jarman, chief operating officer, NICE inContact and Barak Eilam, chief operating officer, NICE.

May 24, 2018

Our Customer Service team was recognized this month at the NICE inContact 2018 CX Excellence Awards for implementing a speech analytics tool to help gauge customers’ satisfaction with their interactions with our contact centers.

Our team identified the need to modernize the quality assurance program at its contact centers to help enhance customer service and employee engagement. A major step involved using a speech analytics tool to monitor customer interactions with frontline service agents. It helped the team collect needed information on agent behavior and customer experience, enabling supervisors to provide valuable feedback to employees. The tool also helps ensure customer inquiries are handled as efficiently as possible. Because of the successful implementation of the speech analytics tool and more streamlined process, our team received the Rookie of the Year Award.

“It’s truly gratifying to be recognized for our efforts to make the customer experience as rewarding and responsive as possible,” said Greg Hussing, director, Customer Management. “Customer service excellence is our goal and we’re always working to enhance our processes.”

NICE job

NICE sponsors the CX Excellence Awards and is the leader in advanced analytics software solutions. More than 25,000 organizations in more than 150 countries, including FirstEnergy, are using NICE solutions. We were among a group of industry leaders selected for inspiring personalized engagement, exemplifying innovation and driving exceptional business performance using NICE and NICE inContact solutions.

The awards ceremony was held in Orlando, Fla., and is the largest customer service industry event, featuring 100 informative breakout sessions for the more than 2,100 attendees. Awardees represent a broad spectrum of industries, including utilities, healthcare, telecommunications, financial services, insurance and retail.