TradeGlobal Optimizes Customer Outcomes with CallMiner Eureka Customer Journey Analytics
Company Size
200-1,000
Region
- America
Country
- United States
Product
- CallMiner Eureka Interaction Analytics
- CallMiner myEureka Performance Feedback Portal
Tech Stack
- Speech Analytics
- Interaction Analytics
- Performance Management Portal
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- E-Commerce
- Retail
Services
- Data Science Services
About The Customer
TradeGlobal is a leading end-to-end eCommerce provider, delivering best-in-class services and solutions to the world’s most recognizable fashion, beauty and lifestyle brands. Unifying website development, digital marketing, creative services, fulfillment, logistics and customer care across domestic and international boundaries, TradeGlobal empowers businesses of all sizes to evolve and expand. To deliver on their value promise and provide their clients with excellent customer care, the company employs between 400-600 agents and staff across their call centers in West Chester and Fairborn, OH to support calls, email and chat for their contact center clients. Their agents handle over 3 million interactions per year, which are overseen by a team of four business analysts.
The Challenge
TradeGlobal, a leading end-to-end eCommerce provider, recognized that their customer care center is often the first live interaction a customer has with their client’s brand. They wanted to ensure they were delivering best-in-class service and customer experiences. To achieve this, they needed to identify ways in which agent performance could be continuously evaluated and improved. They also wanted to identify any underlying problems with their internal processes and systems, through which operational efficiencies could be realized. They did not set out to identify process and product improvements for their clients but this was one of the unexpected benefits of the insight delivered by the CallMiner Eureka Interaction Analytics solution.
The Solution
In June 2013, TradeGlobal set out to automate their call monitoring and review process by using speech analytics. They deployed the CallMiner Eureka interaction analytics solution to analyze 500 hours of interactions per day. Today, the company uses Eureka to automatically monitor and analyze up to 750 hours of customer interactions per day. All agents have access to the performance management portal which provides agents and their supervisors with personalized feedback on their performance. TradeGlobal’s customer care team uses CallMiner Eureka analytics technology to ensure that every interaction with their clients’ customers is being consistently analyzed and improved. TradeGlobal uses Eureka to monitor and objectively score 100 percent of the company’s interactions against customer-defined parameters. This has enabled them to create a full picture of the customer journey for each of their clients’ brands.
Operational Impact
Quantitative Benefit
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