Case Study: Ship Sticks improves call center efficiency with ActivTrak

Ship Sticks cuts CSR click lag by 7 seconds with ActivTrak

Ship Sticks, a golf and luggage shipping service, sought to improve productivity and efficiency within its customer call center. The company partnered with ActivTrak to identify workflow bottlenecks and understand how its customer service representatives were spending their time using various applications.

Using ActivTrak's workforce analytics platform, Ship Sticks gained visibility into application usage, discovering that lag time between multiple programs was costing at least seven seconds per click. This data allowed them to eliminate unnecessary software and streamline the CSR workflow. As a result, ActivTrak helped Ship Sticks optimize employee utilization, reduce call times, and make more informed staffing decisions based on historical data trends, leading to a more efficient customer experience.

Ship Sticks