Overview
Join Jeff Fawcett, Call Center and Training Director at Wine Country Gift Baskets, as he shares how seven years on a single consolidated platform helped his team manage extreme seasonal scale, from a handful of full-time agents to over 300 to 400 during peak periods.
Learn how consolidating phone, email, and chat into CXone reduced training time by 30 to 40 percent, especially with overseas outsourcing partners already fluent on the platform, and how the company is now expanding into AI-powered chat to give customers 24-hour support even without agents in the building.
In this session, you'll hear:
- How consolidating separate systems for phone, email, and chat into one platform supported extreme seasonal scaling
- Why partnering with overseas teams already using CXone eliminated training downtime and cut ramp time by 30 to 40 percent
- How a shift toward chat as a preferred customer channel is driving the move toward AI-powered, always-on support
- Why evaluating new technology means starting with what customers and agents actually need, not adopting it because it exists
- How a 40-year-old gift-giving business balances rapid seasonal transformation with a product that carries real emotional meaning for customers
Whether you're managing extreme seasonal volume or weighing which technology investments actually serve your agents and customers, this testimonial offers a grounded, experience-tested perspective on scaling without sacrificing service quality.