Industry

Retail

A U.S. retail gaming brand faced a steep holiday staffing ramp-up, needing superior call-handling across per-transaction costs, customer experience, and agent performance. ResultsCX incorporated the Rubraik Suite into the client's CX solution, deploying Rubraik Animate to help staff anticipate and resolve issues in real time, alongside Rubraik Assist's top call driver analysis to sharpen operations and accelerate first contact resolution during peak demand.

The Results:

2 minutes

reduction in average handle time

30%

improvement in Net Promoter Scores over the previous year

17%

uptick in customer satisfaction over the previous year

Reduced cost per transaction and overall support costs

Increased speed to proficiency for new agents

The Challenge

ResultsCX managed a steep holiday staffing ramp-up for a U.S. retail gaming brand, where success hinged on superior call-handling across three key metrics: per-transaction costs, customer experience, and agent performance. Newly hired agents needed to reach proficiency fast while maintaining KPIs during the season’s highest-volume period. Without the right tools and training in place, holiday demand spikes risked driving up costs and eroding the customer experience newly hired staff were expected to deliver.

The Solution

The client incorporated the Rubraik Suite, ResultsCX’s digital experience management platform, into its CX solution to unlock new capabilities. Rubraik Animate brought conversational AI to the frontline, helping staff better anticipate and address unforeseen issues and resolve problems faster. Rubraik Assist layered in top call driver analysis, giving teams the insight to improve operations and accelerate first contact resolution, right when seasonal demand peaked.

The Customer

The client is a U.S. retail gaming brand navigating one of its highest-stakes periods: the holiday demand spike, when newly hired agents must ramp quickly without sacrificing customer experience. Facing pressure across cost, satisfaction, and performance simultaneously, the retailer needed a CX solution built for speed and precision under pressure. The Rubraik Suite gave the brand conversational AI and analytics capabilities suited to that exact challenge.