Case Study: Leading Footwear Retailer Company achieves faster agent proficiency and lower AHT with ResultsCX

Interaction Analytics Leads to a Holistic Approach

Leading Footwear Retailer Company, one of North America’s most recognized footwear brands, partnered with ResultsCX in 2020 to maintain customer experience performance during lockdowns and reduced workplace capacity. The company needed support across phone, chat, and email while also finding ways to improve customer satisfaction, reduce repeat contacts, and control handle time in a hub-and-spoke, work-at-home environment.

ResultsCX ran a 30-day interaction analytics study using speech analytics to identify top call drivers, sentiment trends, and root causes of repeat calls and transfers, then used the findings to inform coaching, training, and process improvements. The program produced a 67% decrease in time to proficiency for new hires, a 6% reduction in silent time in the first month, a 19.6% drop in average handle time, and a 14% improvement in quality scores, while customer satisfaction held around 91% and then trended upward.