Case Study: Zumiez achieves 100% improvement in customer service with 8x8 Virtual Contact Center

Retailer Improves Service 100% with 8x8 Virtual Contact Center

Zumiez is an international retailer of skate and snow apparel and gear with more than 400 stores and a growing online business. After relocating its warehouse and contact center to Kansas City, Zumiez discovered its customer email process was broken: emails were handled through a single shared Outlook account, leaving no accountability or visibility into who responded, which led to dropped cases, inconsistent service and difficulty identifying training needs across the 22-agent contact center.

Zumiez integrated email into the 8x8 Virtual Contact Center, adding My Cases, searchable case numbers, reporting and dedicated escalation queues. The result was a 100% improvement in service levels—agents’ email and call histories are visible for accountability, issues are resolved faster, supervisors can monitor performance and the team managed record holiday call volumes using 8x8’s reporting and queues.

Zumiez

Rob Storie

Customer Care Manager