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"Case Study - Lillian Vernon Commits to Superior Customer Service"
by -
eOn Communications
In fiscal year 2002, Lillian Vernon, a leading national catalog and online retailer, shipped more than 5.2 million packages and had revenues of $259.6 million. In addition, Lillian Vernon's contact center agents typically handle call volumes ranging from 45,000 per week in the spring up to 300,000 per week in December during its peak season.
Faced with seasonal shifts, increasing online shopping and a company mission of delivering superior customer service, Lillian Vernon turned to eOn for its eQueue Multi-Media Contact Center Solution. eOn's eQueue enables the company to connect three contact center locations cost-effectively, route customer requests to the best suited agents and transition to an e-commerce business model.
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