CHALLENGE SUMMARY
With a busy holiday season approaching and online shopping at a record high during the pandemic, the contact center team at this major online retailer and parent company to a house of brands, was in need of a robust customer experience (CX) insights solution that would provide the right data to properly staff and prepare for rapid increases in online traffic and call volumes.
And because this particular customer oversaw the business processes for multiple brands, the solution needed to be reliable, scalable, flexible, and able to integrate seamlessly with different technologies.
OUTCOME SUMMARY
By using emite to capture insights across the entire customer journey, this giant in the online retail market now has complete visibility into spikes in online traffic, call volume data, and agent performance data across multiple business units and brands.
Access to this level of data both historically and in real-time has enabled the team in charge of the contact center to properly staff the right agents with the right skills at the right times – which has led to a better experience for both the customers and the agents across all brands.
THE CLIENT
REPORTING UNDER PRESSURE DURING THE BUSY SEASON
As one of the world’s leading online destinations for specialty gifts and gourmet foods, this major retailer and its house of brands provide 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, with significant peaks during all major holidays. The rise in online shopping led to a sudden surge in contact center, SMS, web, chat, and email traffic.
In addition to managing the surge during the pandemic, there was a growing need to:
- Understand how to effectively staff, adapt, and resource for future peaks in traffic
- Improve the customer experience
- Improve the agent experience, and
- Protect revenue
THE CHALLENGE
MANAGING THE INCREASE IN ONLINE SHOPPING TRAFFIC & CALL VOLUME SPIKES
To better prepare for and manage the seasonal increase in online shopping traffic across multiple brands, contact center leaders and company executives needed access to reports and data that would give the organization and its affiliates better visibility and insights into the entire customer experience.
The data being captured needed to:
- Match KPIs that were unique to the business
- Be reliable, and
- It needed to available in real-time
Business units needed visibility into daily sales, staffing needs, & financial data performance.
Company executives required advanced real-time data reporting & analytics capabilities in order to pull in very specific data from multiple sources to track performance across all channels, including web, chat, call, email, and SMS.
Contact center leaders, customer service managers, and company executives wanted access to extremely granular agent performance and customer journey reports in order to forecast and plan for resourcing and operations during peak seasons.
Contact center and customer experience stakeholders needed reliable insights insights into historical call center statistics & volume in order to continuously improve the customer experience.
THE SOLUTION
FILTERING VAST AMOUNTS OF DATA IN REAL-TIME TO PROVIDE A SUPERIOR CX
Solutions Consultants on the project recognized early on in the sales cycle that this particular customer required advanced enterprise-level analytics capabilities to complement the company’s large, complex, and very unique reporting requirements that spanned multiple brands.
Together, the contact center leaders and emite started by identifying the key performance indicators (KPIs) that mattered the most to the business and CX stakeholders. With those KPIs documented, emite then built clear and easy-to-use dashboards that would make it simple to report on the KPI’s requested and scale that same process across different brands.
emite continues to be a valuable solution to reliably measure CX insights, because:
- The dashboards are easily customizable to meet the evolving needs of the customer as markets and customer demands shift
- emite is simple to migrate and preserve data in the event the customer changes contact center platforms
- emite’s market-leading data reliability provides contact center stakeholders, the C-suite, and the Board with confidence in the data being captured and measured
Custom KPI’s Included:
– # of Agents on Call
– # Agents on Email
– # Agents on Social Media
– Calls Waiting
– Daily Sales
– Daily Financial Data
– # of Idle Agents
THE OUTCOME
IMPROVEMENTS IN CX = INCREASED SATISFACTION & REVENUE
Comprehensive and reliable CX analytics across the entire customer journey have provided the contact center team with a complete, holistic view into the activity across multiple business units and the multiple brands operated by the parent company. With emite, this online shopping juggernaut now has ability to make better, more informed operational and resourcing decisions based on reliable, real-time contact center information, allowing for a quicker response to constant fluctuating customer demands and seasonal traffic.
As a result of implementing emite, this major retail provider and its house of brands have:
- Access to critical data that aligns with their business goals and their most important KPIs
- Confidence in the data they need to make better staffing and resourcing decisions, which impacts the bottom line
- The right information to improve meet evolving customer demands across multiple channels
Additional Benefits
Complex Enterprise Reporting
emite is designed to meet today’s data hungry business demands and enable true business agility from cloud solutions, even in the most complex, cost and security conscious environments. No more bottlenecks waiting for resource constrained teams. Get the data you need, how you need it, flowing from new cloud applications with ease.
Faster Time-to-Insight
With emite, you can deliver insights rapidly, not only after you create the integration but including the time to configure the integration too, ensuring you gain value from the platform and the many other cloud platforms you invest in faster.
Data Distribution
Share data insights between business functions, share data with lakes and warehouses to ensure maximum value is extracted across the business, automate distribution of insights and data to support high velocity modular data architecture.
Reduce Complexity
Traditional data models are notoriously complex and starting to creak at the seams with modern data requirements. emite is the next evolution in this trend helping to reduce workload on BI/MI teams with easy, intuitive tools to effectively manage data for the enterprise.
Improved Agent Retention
Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.
