Case Study: Zumiez achieves 15% SLA improvement and instant agent onboarding with Talkdesk CX Cloud

How Zumiez leverages Talkdesk to ensure a “mind-blowing” customer experience

Zumiez, a 40+-year-old retail brand known for skate-focused apparel and a mission to deliver “mind-blowing” customer experiences, needed an enterprise contact center that would empower supervisors and agents across the full customer journey. Their previous provider, 8x8, delivered poor call quality, limited flexibility, and lacked a deep Zendesk integration, hindering real-time decision-making and seasonal scalability.

Zumiez replaced 8x8 with Talkdesk CX Cloud and the Zendesk connector, gaining better call quality, flexible dashboards, and Live real-time views that let agents own workflows. The platform enabled rapid scaling (new agents in ~15 seconds), improved SLAs by 15%, reduced answer times to under a minute, and provided reporting and coaching tools—positions Zumiez to further integrate order management for proactive, concierge-level service.

Zumiez

Megan Miles

Customer Service Manager