Backcountry.com Improves NPS and Lowers Costs with Verint Workforce Management

Backcountry’s mission is to connect people to their passions by supplying customers with the gear, knowledge, and inspiration necessary to chase down life’s greatest moments

The results

  • Achieved customer NPS of 84% for chat interactions, far exceeding peer benchmarks with other ecommerce brands

  • Reduced contact abandonment rates by 76 basis points year-over-year

  • Keeps contact center labor costs in check even as the company grows

backcountry logo
Man with backpack on hiking in the woods
Woman rock climbing

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Couple hiking up a mountain
Man celebrating while riding a bike

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