West Marine Optimizes Workforce Utilization and Reduces Costs with LiveOps
CHALLENGE:
West Marine needed a new contact center solution that would give them greater flexibility and access to the latest contact center features. Because they wanted to minimize IT costs, the new call routing system also had to be easily maintained by business users with minimal IT support. But internal discussions regarding hardware requirements led to broader strategic discussions — for example, about creative ways to better utilize their existing workforce.
SOLUTION:
West Marine evaluated various solutions and chose the LiveOps On-Demand Contact Center platform. LiveOps experts worked with West Marine every step of the way to ensure a successful launch. No back-office integrations were necessary because the legacy systems were removed. The implementation only required a few simple telephony routing changes.
BENEFITS:
The benefits of West Marine’s new contact center model have been considerable. West Marine can manage its workforce more effectively through faster, more data-driven performance reviews and by eliminating the traditional barriers between its contact centers and retail stores.
In addition, West Marine has:
- Reduced the need for local hiring during seasonal spikes, resulting in lower recruiting and training costs
- Achieved more consistent service quality because they no longer need to hire less experienced seasonal staff
- Increased employee retention, loyalty, and quality of life — for example, by enabling employees to keep working while caring for an elderly parent
