USE CASE: RETAIL INDUSTRY | NORTH AMERICA | GENESYS

Managing a Historic Surge in Contact Center Traffic

As one of the world’s leading online destinations for specialty gifts and gourmet foods, this major US-based online retail brand provides consumers with the convenience to shop online for the perfect gift for any occasion.

During the global pandemic, this organization saw online sales hit historical highs – peaking on holidays such as Valentine’s Day, Mother’s Day, and Christmas. The rise in online shopping led to a historically high surge in contact center, SMS, web, chat, and email traffic and with that a growing need to understand when and how to staff agents.

Reporting Under Pressure

The Challenge

To help manage the increase in online shopping traffic and call volume spikes, this online retailer had a strong need for both a reliable and scalable solution to support their requirement for real-time and historical data for the contact center.

Contact center leaders, customer service managers, and company executives wanted access to reports that would give the organization and its affiliates better visibility into the company’s daily sales, staffing needs, and financial data as quickly as possible, providing key decision makers the tools they need to maintain proper production levels across the various brands.

We were experiencing record growth in online sales during the pandemic and a result, our contact center was under incredible pressure. In addition to having to manage a rise in online orders and call volume, we were also having to manage everything remotely. Without emite’s real-time reporting capabilities, we wouldn’t be able to truly understand how our contact center is performing, where our weaknesses are, and how to staff for peak call times. It has been a lifesaver for us during this busy time.

How emite Helped

Simple roll-up reporting to include Groups of Queues and Groups of Agents.

The ability to group based off programmatic naming conventions for team, department, business unit, and global reporting.

Newly added queues and agent groups will be rolled up automatically using emite’s Virtual Member naming convention logic.

Custom branding and visibility made accessible to BPO’s with their own login, allowing access to only the appropriate BPO’s data (real-time & historical).

The Results

Comprehensive reporting with emite continues to provide a holistic view into the activity across the multiple brands as well as multiple contact types. This online retail client now has the ability to make operational decisions based on real-time contact center information, allowing for a quicker response to constant fluctuating customer demands.

As a result of implementing emite, this company its house of brands now have access to critical data that aligns with their business goals and most important KPIs, making way for an enhanced customer experience and increased satisfaction with the ordering process.

A few of the ways emite continues to help this retail organization during a time of record online traffic:

  • Deliver ample room for robust customization
  • Delivery of comprehensive real-time reporting to help staff the right agents at the right times
  • Seamlessly migrate existing business model(s) and KPIs to the current Genesys contact center, ensuring that any additions are maintained by their unique grouping, SLA’s and definitions

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