Customer Discusses: How Automated Testing Revealed and Averted a Potential Customer Experience Nightmare

Presented By: Chuck Sunker, Director of Sales Systems Support, Thirty-One Gifts; and Monique Bozeman, Analyst/Marketing Consultant, Monique Bozeman Consulting

Thirty-One Gifts, an Ohio-based fashion and accessories company, is one of the fastest growing direct sales organizations in the United States. Their tremendous business expansion led them to recently replace outdated and outgrown technology to ensure that their network of over 80,000 sales consultants was always able to get order support from their two company contact centers. Experiencing busy signals is not an option, especially in campaign periods when call volume spikes. Before deploying their new call routing platform, Thirty One Gifts needed to be positive it worked as intended especially during the peak call spike periods.

One critical factor was to ensure calls were routed successfully with no voice degradation. The company used automated testing for load testing: just before the new platform was rolled out, the solution identified a critical capacity issue that could have had catastrophic consequences. With this early warning. the problem was immediately corrected and the upgraded contact center platform was successful deployed.

Contact center industry veteran Monique Bozeman sets the stage with a 10-minute introduction on how automated testing solutions assist in the delivery of a positive customer experience. Chuck Sunker, director of sales systems support for Thirty-One Gifts, discusses in detail what their testing revealed: how they avoided a potential customer experience nightmare, and how they mitigated the risk of new contact center technology deployment. This resulted in their saving time and money, critical in this highly cyclical, high-growth direct sales business.

Playback or download the recording here: CRMXCHANGE LINK.

About the Speakers:
Chuck Sunker, Director of Sales Systems Support, Thirty-One Gifts

Chuck Sunker, director of sales systems support, has been with Thirty-One Gifts since January 2011, where he identifies and implements system and business solutions to support Thirty-One’s departmental and company-wide strategic initiatives. Chuck has over 25 years of customer service management experience, including 6 years in a direct selling environment. He has been a key player in numerous call center technology implementations for national alarm security companies and a large regional bank.

Monique Bozeman, Analyst/Marketing Consultant – Monique Bozeman Consulting

Monique Bozeman is a strategic and tactical marketing consultant with over 20 years experience in voice, speech, CTI, CRM, call center, document and email management — and more recently social media — technologies and applications. She provides companies with underlying information to assess new market opportunities, and assists them in strategically positioned products and refining and targeting their marketing efforts. Vendor side experience includes senior-level marketing roles at Voxeo (VoiceObjects), Genesys, (Alcatel-Lucent), eCRM vendor Kana Software and FileNet/IBM 

ABOUT THIRTY-ONE GIFTS

Thirty-One is one of the fastest growing, direct-selling companies in the country and is the number one direct-selling brand of exclusive, stylish and practical handbags, fashion accessories, totes and organization solutions. Through the direct-sales Party Plan model, Thirty-One offers exclusive products for the home and a woman’s busy lifestyle –all of which are available through a Thirty-One Independent consultant in your area. Thirty-One corporate headquarters is located in Columbus, OH. For more information, visit www.thirtyonegifts.com.

ABOUT CYARA

Cyara is a pioneer of next-generation premise and cloud-based solutions for simulating, testing and monitoring IVRs, voice biometrics, outbound dialers, voice callback and other contact center systems and applications. Cyara tests end-to-end contact center customer and agent experience in a repeatable, automated manner and ensures exemplary system operation, emulating live calls without requiring or impeding live customers or agents.