VXI Levels Up the Employee Experience for a Leading Video Gaming Brand

Struggling to meet demand, a high-growth, online, furniture retailer sought to increase the value and performance of its non-voice contact center channels. Despite the promise of higher CSAT and conversion rates, this client (like many others) was having difficulty operationalizing live chat at scale.

VXI redesigned and revived the client’s live chat and SMS queues, starting with the employee experience. By better-equipping agents (e.g., with skills, tools, excellent examples and scripts, and a training simulator), live chat and SMS have since become the client’s top-performing channels. 

What You’ll Learn

• Hire agents with a passion: Agents with an interest in the brand connect faster and more deeply.
• Foster an aligned culture: It only makes sense that gamification, simulations, and lounges improve EX.
• Tap into agent networks: Your agents know people with shared interests; use referrals extensively.
• Boost the EX for a better CX: Invest in employees, and they will go the extra mile for your customers.