Contact Center Analytics Designed for the Retail Industry
Operation intelligence and insights every large retail company can benefit from.
How eMite Supports the Retail Industry
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.
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.
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.
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
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.
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
