Case Study: Backcountry achieves 84% chat NPS, 76‑bp drop in abandonment and controlled labor costs with Verint Systems' Workforce Management

Backcountry.com Improves NPS and Lowers Costs with Verint Workforce Management

Backcountry.com, a leading online specialty retailer of outdoor gear, needed to scale its contact center while preserving high-quality, expert service and strong agent morale. With chat now accounting for roughly 60% of customer interactions and heavy fourth-quarter seasonality, the company faced the dual challenge of forecasting and staffing to meet demand while supporting agents’ desired work‑life balance.

By deploying Verint Workforce Management, Backcountry gave agents schedule flexibility, visibility into performance, and the ability to handle three chats simultaneously, while managers gained better forecasting and analytics. The results: chat NPS rose to 84% (up 4% year‑over‑year), contact abandonment fell by 76 basis points, labor costs were kept flat even as the center expanded by 15,000 sq ft and added 100 agents, and employee NPS improved to the 40–45 range.

Backcountry

Jason True

Former Director of Support Operations