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
About Backcountry.com

Support employee morale and engagement

Solution: Verint Workforce Management empowers agents

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Benefits: Increased NPS and reduced costs

Improved staffing, forecasting, and employee NPS
