Case Study: W.S. Badcock Corporation achieves ~20% reduction in agent handle time and improved customer experience with LiveVox

Retail Lender Improves Customer Experience and Average Handle Timesby ~20% with Simplified Access to Customer Data

W.S Badcock Corporation, one of the largest privately held furniture retailers in the U.S., faced a fragmented customer experience because key customer data was siloed across multiple applications. To reduce customer friction and give agents immediate access to profile information without heavy IT integrations, W.S Badcock turned to LiveVox.

LiveVox implemented its Unified Customer Database, Contact Manager (CM) to centralize customer attributes and enable advanced on-screen pops for agents. The LiveVox solution delivered a 95% account lookup success rate and drove roughly a 15–20% reduction in agent talk-offs and an overall ~20% reduction in average handle time within the first two weeks, improving both customer and agent experience.

W.S Badcock Corporation

Ben Pou

Director