and Implement Performance-Based Incentive Programs
IRVING, Texas–(BUSINESS WIRE)–NEC Corporation of America:
“By implementing NEC’s UCB solution, they raised customer service response levels, currently achieving 86 percent for first-ring pick up, and have better positioned the company to attract new customers.”
- Crown Disposal enhances its customer service with @NEC’s UC for Business Contact Center
- NEC and Digital Telecommunications Corp. help Crown Disposal create performance-based programs designed to encourage better operation and efficiency from employees
- Crown Disposal uses NEC’s UCB solution to renew its approach to customer service and compete for new business
- A case study detailing the Crown Disposal implementation is now available online.
NEC Corporation of America (NEC), a leading provider and integrator of advanced communication and IT solutions, today announced that Crown Disposal Company, Inc. (Crown Disposal), a full service, solid-waste transportation company, has implemented NEC’s UC for Business (UCB), using the solution’s contact center performance and activity reports to gain visibility into customer service and dispatch operations departments. The result not only increased employee efficiency, but also heightened the level of customer service.
“Since many of our customers have different service requests and some during non-traditional work hours, we wanted to measure our customer service team’s performance and increase differentiation in a highly competitive industry,” said Tim Fry, general manager, Crown Disposal. “Our new performance-based incentive program allows us to assess an agent’s performance each week and make more informed business decisions, as well as reward high-producing workers. As a result of the NEC solution, designed, delivered and optimized by Digital Telecommunications Corporation (DTC), we’ve experienced greater staff productivity and an elevated level of service.”
NEC Products and Solutions Benefitting Crown Disposal:
“The UCB solution has comprehensive reporting features that allow Crown Disposal to start effectively measuring its customer service operations,” said Bob Bliss, President, DTC. “With more specific, accurate information, the company can make more informed decisions in all aspects of its business.”
“Crown Disposal improved communication and response time to better assist the tens of thousands of commercial, industrial and residential customers they serve,” said Larry Levenberg, Vice President of Sales & Marketing, National Channel, NEC. “By implementing NEC’s UCB solution, they raised customer service response levels, currently achieving 86 percent for first-ring pick up, and have better positioned the company to attract new customers.”
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