Case Study: Abercrombie & Fitch Co. improves customer support visibility and quality with EdgeTier

Driving a cultural shift by allowing customer support to be at the heart of data-driven decision-making

Abercrombie & Fitch Co. faced the challenge of unlocking valuable insights from its customer support conversations, which required significant manual effort to analyze. The retailer needed to automate the inspection of feedback, improve its agent quality assurance processes, and better understand the impact of policy changes on contact volumes. They engaged EdgeTier to address these operational challenges.

EdgeTier implemented its technology to monitor and analyze customer service interactions in real time. The solution provided proactive anomaly detection to alert on emerging issues, comprehensive agent quality coverage, and custom reporting. This allowed Abercrombie & Fitch Co. to quantify the impact of policy changes, accurately forecast contact volumes in new markets, and identify coaching opportunities for agents, minimizing disruption and improving decision-making.

Abercrombie & Fitch Co.

Nick Brazitis

Global Customer Care Manager