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