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.