Reduction in hours for first response time (email)
Number of calls answered
Average wait time (calls)
ChallengesSportmaster’s previous software required different browser windows for each communication channel (phone, email, and chat). This created a chaotic working experience for agents because they had to constantly switch between windows to track customers across phone, email, chat, and messenger. It became increasingly difficult for agents to track customer journeys and resulted in processes that required a lot of clicks. Working in this fashion also meant agents could only be on one channel at a time, which required more workforce planning.
Sportmaster also suffered from a common issue virtually all contact centers face, cherry picking. This happens when agents are allowed to choose which inquiries they wish to resolve. This always results in the most difficult issues being skipped and landing on the same few individuals every time, creating an unequal distribution of work amongst the team.
Finally, Sportmaster’s previous phone setup required agents to switch between two phone lines, one for communicating with their stores and one for customers. Since they receive a high volume of calls from both their customers and their stores, having to switch between lines would sometimes result in one line building up before they could switch back. Having no way to prioritize calls led to long wait times, which was not the experience they wanted to provide their customers with.