If you think managing a single contact center for a single brand is challenging enough, consider for a moment the case of eBay Enterprise. eBay Enterprise manages contact centers that simultaneously support well over a hundred major retail brands—part of a global network of customer service operations with four contact centers, thousands of customer support agents, and services provided in ten languages. Their client base spans the retail spectrum from apparel and fashion accessories to consumer electronics, sporting goods, home appliances, and more.

As an important customer-facing partner for the brands they support, eBay Enterprise plays a key role in the overall customer satisfaction for each of these retailers. It’s an area they take very seriously—with no room for guesswork—and their focus is delivering a great consumer experience on behalf of the brands and retailers, as well as driving financial gains and operational efficiencies. This case study looks at eBay Enterprise’s efforts in this area with support from CFI Group analysts, platform tools, and processes.