Case Study: BodyBuilding.com improves contact center performance with Envision

Bodybuilding.com started out small, the brainchild of a visionary with a passion for fitness and for helping people reach their personal best

BodyBuilding.com, the largest online sports nutrition company and most visited bodybuilding and fitness website in the world, needed a better way to manage a rapidly growing 24/7 contact center. As sales surged and staffing expanded, manual processes for quality assurance, workforce management, coaching, and reporting became too slow and inefficient. Envision provided the contact center performance tools they needed, including Click2Coach, Quality Management, eLearning, Workforce Management, Performance Analytics, and Speech Analytics.

With Envision, BodyBuilding.com automated QA workflows, improved staffing forecasts, and gained real-time visibility into agent performance and customer trends. QA evaluation time was cut by 50%, staffing accuracy improved, and reps benefited from stronger coaching tools and better shift options. Envision’s analytics also helped the team track compliance and quickly identify service issues, enabling faster action and better customer experiences.

BodyBuilding.com

Jeannine Larson

Contact Center Director