CallMiner Case Studies TradeGlobal Optimizes Customer Outcomes with CallMiner Eureka Customer Journey Analytics

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	TradeGlobal Optimizes Customer Outcomes with CallMiner Eureka Customer Journey Analytics CallMiner

TradeGlobal Optimizes Customer Outcomes with CallMiner Eureka Customer Journey Analytics

CallMiner

Technology Category	Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	E-Commerce Retail
Services	Data Science Services
Challenge	TradeGlobal, a leading end-to-end eCommerce provider, recognized that their customer care center is often the first live interaction a customer has with their client’s brand. They wanted to ensure they were delivering best-in-class service and customer experiences. To achieve this, they needed to identify ways in which agent performance could be continuously evaluated and improved. They also wanted to identify any underlying problems with their internal processes and systems, through which operational efficiencies could be realized. They did not set out to identify process and product improvements for their clients but this was one of the unexpected benefits of the insight delivered by the CallMiner Eureka Interaction Analytics solution. Read More
About Customer	TradeGlobal is a leading end-to-end eCommerce provider, delivering best-in-class services and solutions to the world’s most recognizable fashion, beauty and lifestyle brands. Unifying website development, digital marketing, creative services, fulfillment, logistics and customer care across domestic and international boundaries, TradeGlobal empowers businesses of all sizes to evolve and expand. To deliver on their value promise and provide their clients with excellent customer care, the company employs between 400-600 agents and staff across their call centers in West Chester and Fairborn, OH to support calls, email and chat for their contact center clients. Their agents handle over 3 million interactions per year, which are overseen by a team of four business analysts. Read More
Solution	In June 2013, TradeGlobal set out to automate their call monitoring and review process by using speech analytics. They deployed the CallMiner Eureka interaction analytics solution to analyze 500 hours of interactions per day. Today, the company uses Eureka to automatically monitor and analyze up to 750 hours of customer interactions per day. All agents have access to the performance management portal which provides agents and their supervisors with personalized feedback on their performance. TradeGlobal’s customer care team uses CallMiner Eureka analytics technology to ensure that every interaction with their clients’ customers is being consistently analyzed and improved. TradeGlobal uses Eureka to monitor and objectively score 100 percent of the company’s interactions against customer-defined parameters. This has enabled them to create a full picture of the customer journey for each of their clients’ brands. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

E-Commerce

Retail

Services

Data Science Services

Challenge

TradeGlobal, a leading end-to-end eCommerce provider, recognized that their customer care center is often the first live interaction a customer has with their client’s brand. They wanted to ensure they were delivering best-in-class service and customer experiences. To achieve this, they needed to identify ways in which agent performance could be continuously evaluated and improved. They also wanted to identify any underlying problems with their internal processes and systems, through which operational efficiencies could be realized. They did not set out to identify process and product improvements for their clients but this was one of the unexpected benefits of the insight delivered by the CallMiner Eureka Interaction Analytics solution.

About Customer

TradeGlobal is a leading end-to-end eCommerce provider, delivering best-in-class services and solutions to the world’s most recognizable fashion, beauty and lifestyle brands. Unifying website development, digital marketing, creative services, fulfillment, logistics and customer care across domestic and international boundaries, TradeGlobal empowers businesses of all sizes to evolve and expand. To deliver on their value promise and provide their clients with excellent customer care, the company employs between 400-600 agents and staff across their call centers in West Chester and Fairborn, OH to support calls, email and chat for their contact center clients. Their agents handle over 3 million interactions per year, which are overseen by a team of four business analysts.

Solution

In June 2013, TradeGlobal set out to automate their call monitoring and review process by using speech analytics. They deployed the CallMiner Eureka interaction analytics solution to analyze 500 hours of interactions per day. Today, the company uses Eureka to automatically monitor and analyze up to 750 hours of customer interactions per day. All agents have access to the performance management portal which provides agents and their supervisors with personalized feedback on their performance. TradeGlobal’s customer care team uses CallMiner Eureka analytics technology to ensure that every interaction with their clients’ customers is being consistently analyzed and improved. TradeGlobal uses Eureka to monitor and objectively score 100 percent of the company’s interactions against customer-defined parameters. This has enabled them to create a full picture of the customer journey for each of their clients’ brands.

Impact #1	Improved agent performance management and coaching
Impact #2	Identified and eliminated process issue
Impact #3	Significantly improved agent productivity and customer experience by uncovering a manufacturing issue

Impact #1

Improved agent performance management and coaching

Impact #2

Identified and eliminated process issue

Impact #3

Significantly improved agent productivity and customer experience by uncovering a manufacturing issue

Benefit #1	Estimated Total Savings of $37,100 for one client based on a single trends analysis of repeat calls

Benefit #1

Estimated Total Savings of $37,100 for one client based on a single trends analysis of repeat calls

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Overview

TradeGlobal Optimizes Customer Outcomes with CallMiner Eureka Customer Journey Analytics

Operational Impact

Quantitative Benefit