Contact Center Analytics for the Retail Industry

Operation intelligence and insights every large retail company can benefit from.

eMite is the go-to cloud contact center reporting and analytics solution for enterprise retail organizations across the globe. eMite’s real-time and historical dashboards bring your most important KPIs to the forefront, helping provide the insights your team needs to improve operational efficiency in the contact center and create a world-class customer experience for customers across multiple channels.

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How eMite Supports the Retail Industry

eMite delivers valuable insights assisting large retail brands improve customer experience (CX) and workforce management

Staff the Right Agents

Real-time and historical call volume data will help your team staff the right number of agents, with the right skills, at the right time.

Omnichannel Reporting & Analytics

Tech-savvy customers want and need to be able to reach a customer service agent across multiple platforms. Easily create reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.

Workforce Management (Remote Workforce)

Real-time and historical agent performance insights from eMite will help improve operational efficiency – whether they are working from the office or the living room.

Ingest Multiple Data Sources

eMite integrates with over 80 different technology platforms, enabling your company to pull in data from multiple sources into one single report.

Interaction Analytics & Sentiment Analysis

In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.

Competitive Pricing

eMite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve. We are providing access to our complete cloud contact center solution at an updated and highly competitive price throughout 2021.

Improved Agent & Customer Retention

Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover, which can lead to customer attrition. Access to real-time and historical agent performance data and sentiment analysis helps with agent retention and training.

By unifying all communication channels, interactions and work items through automated routing, the right cloud platform lets you design, monitor and tune the entire customer journey.

GenesyseMite Partner

Our previous on-premises system provided inconsistent and inaccurate data. eMite gave real-time insights, allowing us to fix any problems before they escalated.

Major Insurance Industry BrandAustralia

When we had to make the change to a remote agent workforce in the middle of the pandemic, we were completely overwhelmed. eMite’s team helped us get up and running with complete contact center reporting in no-time, which helped me and my team focus on agent training and staffing right away.

Large US Healthcare ProviderNorth America

eMite Use Case

How eMite Helped a Major Retailer Manage a Historic Surge in Contact Center Traffic

One of the world’s leading digital destinations for specialty gifts was experiencing a historic surge in online orders and traffic to the contact center. They needed a reliable and scalable solution to support their growth and they needed a reporting solution that checked multiple boxes without causing an IT bottleneck:

Access to real-time data to help improve contact center operations
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
A quick-to-produce report with all the data key decision makers would need to maintain proper production levels across the various brands

eMite was able to provide that reporting solution and continues to be a key part of this retailer’s growing contact center.

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Tracking the Right Metrics for a Busy Retail Contact Center

Contact centers in the retail industry are evolving rapidly with the adoption of different technology solutions and platforms. eMite can pull in data from over 80 different platforms to help your team spend less time logging on to multiple platforms and more time using the data to staff and run the most efficient and high-quality contact center possible.

Quickly and easily analyze agent performance
Staff the right agents with the right skills at the right time
See current support & ticket statuses to better understand and staff peak call times and to address real-time call spikes
Unlock insights into critical KPIs to paint a better picture of overall contact center performance

This immediate access to actionable data provides the type of real-time insights that allow contact center managers to make informed decisions faster.

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Level-Up Your Contact Center Reporting

eMite gives contact center managers full control over their data visualizations with powerful real-time dashboards and wallboards that are fully customizable. eMite comes out-of-the box with standard KPIs but also allows users to completely customize their KPIs based on their unique data and needs.

Visualize KPIs specific to the unique needs of your business and goals
Make reporting easy and aligned to your specific KPIs
Increase levels of productivity
Improve operational efficiency

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Retail-Industry-Contact-Center-Solutions

Create the Best Customer Experience Possible Across Multiple Channels

Contact center success relies on accurate operational planning and agent staffing, because the best way to handle spikes in call volume is to anticipate them and plan accordingly.

eMite gives contact center managers access to both real-time and historical insights that help analyze important contact center KPIs and data such Net Promoter Scores, first call resolution, and call volume data so your retail company can schedule agents with the right skills to be available during peak times.

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Effectively Manage Remote Contact Center Agents

Throughout the past year, retail organizations across the world have experienced tremendous growth in online transactions and inbound call volume In addition to managing a rise in call traffic, contact center managers have also had to prepare their agents to work from home.

To effectively manage the rise in call, bot, SMS, chat, and email traffic, large retail organizations are under immense stress in the contact center. They need access to data from multiple different channels to help improve the customer experience and to effectively staff and train agents – and all without a costly IT bottleneck.

eMite can help effectively manage a remote workforce by providing:

Real-time operational and agent performance analytics
Historical agent performance analytics
Custom KPIs to pull in the data your team needs to analyze remote agent performance
Sentiment analysis
Automated Alerts

Ready to Talk about eMite for Your Retail Organization?

Get in touch with your regional eMite office