Consumer Cellular

Nomination Details

Consumer Cellular is a mobile service provider offering simple, affordable, and flexible wireless plans with no contracts. With an average cost of under $28 per month, customers get exactly what they need–Backed by 18 J.D. Power awards, our award-winning, 100% U.S.-based customer service dedicated to delivering an exceptional experience. 

Our KnowledgeBase is a vital resource with over 9,000 articles, supporting 4,000+ front-line agents with the information they need to confidently assist customers. Our four-member team actively gathers and applies feedback from agents and partners to keep information accurate, accessible, and aligned with the company’s evolving needs. 

Before moving to CXOne Expert, our KnowledgeBase was housed in an LMS (Learning Management System). Because that platform was designed for training, it presented some challenges that we were able to address with CXOne Expert. 

• Enhanced Search & Organization – Articles are now structured logically, and search functions allow agents to find information quickly and efficiently. 

• Greater Customization – We implemented a style guide and leveraged custom HTML to create a consistent, visually appealing, and accessible KnowledgeBase. This includes a custom header for our home page to highlight recently updated articles or current issues, customized callout boxes to highlight changes within an article or to signify groups the article is restricted to, sectioned content, and more! 

• Seamless Updates & Optimization – Content is easily updated, refined based on feedback, and optimized for searchability—resulting in a more dynamic and effective resource for agents. 

• Invaluable Support from our CSM – Our CSM, Stephany Brown, has been an incredible support, taking a proactive approach in helping us maximize our use of Expert. Her dedication and responsiveness have been invaluable in driving improvements and achieving our goals. 

In December 2023, we moved from the LMS to CXOne Expert, transferring over 8,000 articles in just a month with the support from 15 helpers outside of our team–finishing ahead of schedule thanks to our department’s support. This is a major accomplishment that we’re proud of. 

This transition has improved efficiency, reduced call transfers and hold times, and increased customer satisfaction, ensuring agents can deliver expert-level support with confidence.

Easy access to information about how our KnowledgeBase is being used, and ongoing feedback we receive from agents and partners has also driven 8,322 article updates and 367 new articles in 2024, contributing to a steady increase in our Click-Through Rate, which averaged 78.20% for the year.

 

• Call Transfers – Decreased by 6.55%
• Hold Times – Decreased by 30.65%
• Customer Satisfaction – Increased by 14.86%

 

 

 

In 2025, our team is focused on driving continuous improvement. Our key goals include:

• Further Improving Click-Through Rate – Building on our progress in 2024, we aim to achieve a Click-Through Rate of 83%.
• Increasing Rated Pages – We're starting the year with 7% of our articles rated and aim to increase that to 50% by year-end.
• Leveraging Expert for Greater Impact – We're always finding new ways to use Expert to improve all areas of our KnowledgeBase and will continue evolving our approach.