Case Study: Great Wolf Resorts achieves higher customer satisfaction and reduced agent labor costs with NICE Systems (inContact)

Increasing Customer Satisfaction and Reducing Agent Labor Costs With inContact

Great Wolf Resorts, a family-entertainment hospitality brand with 12 resorts serving over 2.5 million guests annually, faced seasonal call-volume spikes and an aging mix of legacy contact-center systems. Inefficient scheduling, poor customer feedback tools, and limited forecasting made it hard to scale, control labor costs, and demonstrate the contact center’s business value.

They implemented inContact’s cloud platform—workforce management with a WFM Lab, ECHO customer surveys, quality monitoring, IVR/analytics, and call recording—to standardize processes, forecast staffing scenarios, and improve agent experience. The result: scalable operations (75 to 150 agents at peak), CSAT around 89%, a 10-second reduction in average handle time, management of 1M+ calls and 250k chats annually, supervisors spending 85% of time coaching, and projected labor-cost savings (up to ~15% with concrete examples of $5,000/week), while supporting $100M in annual contact-center revenue.

Great Wolf Resorts

Jim LeMere

Director, Customer Contact Center