Empire Customer Service — Professional Playbook for Reliable, Scalable Support

Operational Model and Structure

Empire customer service is built as a hybrid model that combines centralized expertise with localized execution. The central hub hosts core functions—knowledge management, escalation engineering, analytics and workforce planning—while regional pods handle high-volume, language-specific, and time-zone-sensitive interactions. A mature Empire model typically segments teams by channel (voice, email, chat, social), by product line, and by customer tier (self-service, standard support, VIP/enterprise), which reduces average handling time (AHT) variance and improves resolution consistency.

For a company handling 250,000 annual contacts, an effective structure is 1:35 team-leader-to-agent ratio, with 12–18% of headcount allocated to quality assurance and training. This ratio supports real-time coaching and continuous improvement cycles. Centralized knowledge base ownership reduces duplicate content: target a 20% reduction in article duplication within the first 6 months after implementation.

Key Performance Indicators and Targets

KPIs must be explicit, measurable, and tied to financial outcomes. Core metrics to track monthly include: Average Speed of Answer (ASA), First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), Contact Volume by channel, and Cost per Contact (CPC). Benchmarks for a high-performing Empire operation are ASA ≤ 20 seconds for inbound voice, FCR ≥ 75–85%, CSAT ≥ 85%, and NPS ≥ 30–50 depending on industry.

Monitoring must be continuous and actionable. Target a decline in repeat contacts by 10–15% in the first year through knowledge base improvements and proactive outreach. Financially, if CPC is $5 and you handle 100,000 contacts annually, a 10% reduction in repeat contacts saves around $5,000 per year in direct contact costs, plus indirect savings in churn and retention.

• ASA target: ≤ 20s (voice); chat response ≤ 30s initial reply.
• FCR target: 75–85% with escalation < 10% of contacts.
• CSAT target: ≥ 85%; NPS target: ≥ 30 within 12 months of transformation.
• Abandon rate: < 5% on voice; chatbot handoff rate < 15%.
• Cost per contact: $2–$8 inbound; $8–$25 for complex outbound or consultative interactions.

Technology, Channels, and Integration

An Empire-grade stack is unified and API-first: omnichannel contact center platform, CRM, knowledge-management system (KMS), workforce management (WFM), quality management (QM), and analytics (real-time + historical). Integration priorities: single customer view within 300 ms, event-driven updates for order/status changes, and automated escalation rules. Technology decisions should target >99.5% uptime SLA and sub-second search response in the KMS to avoid agent delays.

Budget expectations for a midsize implementation (50 seats): cloud CCaaS subscription $1,200–$6,000/month plus per-seat licenses $50–$150/month; KMS and automation (including a low-code chatbot) initial setup $8,000–$40,000 depending on complexity. Typical chatbot implementation reduces simple transactional contacts by 15–25% within 6 months when paired with escalation design and analytics.

• Recommended stack example: CCaaS (omnichannel) + CRM (customer 360) + KMS + WFM + QM + BI. Estimated combined platform spend: $2,500–$10,000/month for 50 agents, plus one-time integration $10k–$60k.

Staffing, Training, and Culture

Recruit for empathy, technical literacy, and problem-solving. For every 100 seats, plan for 5–8 trainers and 3–5 workforce planners, with ongoing coaching cycles of one 30–45 minute session per agent per month. A structured onboarding program (2 weeks classroom + 4 weeks supervised handling) gets new hires to baseline competency within 30 days and full proficiency by 90 days.

Culture metrics matter: format 1:1 coaching, weekly “hot-seat” reviews, and a monthly innovation forum where agents propose knowledge base improvements or self-service flows. Incentives should be balanced—tie 40% of variable pay to quality and FCR, 30% to CSAT/NPS, and 30% to productivity measures (AHT, adherence). This mix reduces gaming of single metrics and yields better customer outcomes.

Service Level Agreements, Pricing, and ROI

Define SLAs by channel and customer tier. Example SLA package: Standard customers—95% of calls answered in 60 seconds, email replies within 24 hours, chat within 2 minutes; VIP customers—95% of calls answered in 20 seconds, email within 4 hours. Penalty clauses or credits should be tied to measurable data and reviewed quarterly. Include change-of-scope provisions for seasonal spikes (e.g., +30% volume during peak months).

Price the service transparently. Outsourced seat pricing typically ranges $1,200–$4,000 per agent per month (all-in). In-house fully-burdened cost per agent seat runs $6,000–$12,000 per month including salary, benefits, infrastructure, and overhead. Use a three-year total cost of ownership (TCO) model to compare options. Example ROI: reducing churn by 1 percentage point for a $50M ARR business with 10% churn yields $500k annual retention—easily offsetting a $200k investment in service transformation.

Contact, Implementation Timeline, and Next Steps

For a practical rollout, use a phased approach: Phase 0 (4–6 weeks) — discovery, stakeholder alignment, and baseline metrics; Phase 1 (6–10 weeks) — core platform setup, agent hiring, and pilot; Phase 2 (8–12 weeks) — scaled rollout, channel expansion, and quality ramp; Phase 3 (ongoing) — continuous improvement and automation. Total time to mature operations is typically 3–6 months for a pilot plus another 3–9 months to reach target KPIs.

Sample contact for a consultancy-led implementation (example): Empire Customer Service Solutions, HQ: 123 Empire Ave, Suite 400, New York, NY 10001. Phone: +1 (212) 555-0143. Website: https://www.empire-cs.example.com. Call to schedule a 60-minute assessment; expect a written diagnostic with prioritized roadmap within 10 business days and a fixed-price proposal within 21 days.

What is the customer service number for the Empire Plan?

Need help? Call 1-877-7-NYSHIP (1-877-769-7447) to reach all Empire Plan carriers and programs.

How do I cancel Empire Today?

How do I reschedule my appointment? Please contact 800-588-2300 and a representative will be available to assist you. It is important that you do not set up another appointment online without canceling your previous one.

What is the Empire Today lawsuit?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Empire Today has been involved in several lawsuits and legal issues, including a 2013 settlement for deceptive advertising and contractor law violations in California, a 2020 accessibility lawsuit regarding their website, and a 2016 class action lawsuit alleging widespread shortchanging of commissions and bonuses to its sales staff. The company also sued two former executives in 2013 for RICO violations related to alleged skimming of funds, and in 2011, a jury found against Empire Today in a lawsuit filed against them by National Floors Direct.
  Key Lawsuits & Legal Issues

• California Deceptive Advertising Lawsuit (2013): Opens in new tabIn 2013, Empire Today settled a civil lawsuit brought by Riverside and San Diego county prosecutors for $330,720. The lawsuit involved allegations of deceptive advertising, violating contractor’s laws, failing to disclose service limitations, and illegally limiting down payments, according to the Press Enterprise. 
• California Labor Law Class Action (Samaniego v. Empire Today) (2012-2013): Opens in new tabCarpet installers filed a class action lawsuit alleging labor law violations. Empire Today sought to compel arbitration based on the employment contracts. The California Court of Appeal upheld a trial court’s decision denying the arbitration, finding the clause in the standard form contract to be unconscionable. 
• Website Accessibility Lawsuit (2020): Opens in new tabIn 2020, a lawsuit was filed in New York federal court alleging that the Empire Today website, www.empiretoday.com, was not accessible to people with disabilities, violating WCAG 2.0 standards. 
• Sales Commission Lawsuit (2016): Opens in new tabA class action lawsuit was filed in 2016, claiming Empire Today was regularly shortchanging its retail and independent sales representatives on commissions and bonuses due to issues with its computer system. The suit sought to recover millions of dollars in unpaid commissions, notes the Chicago Tribune. 
• Empire Today v. National Floors Direct (2008-2011): Opens in new tabEmpire Today filed this lawsuit in 2008 against a competitor, alleging tortious interference, trademark infringement, and other false advertising claims. National Floors Direct filed counterclaims, and a 2011 jury verdict found against Empire Today, ordering them to pay $500,000 in damages to National Floors Direct. 
• RICO Lawsuit Against Former Executives (2013): Opens in new tabIn 2013, Empire Today sued two of its former senior executives, alleging they diverted approximately $5 million in funds meant for the company into personal accounts via shell companies, says Floor Covering Weekly. The lawsuit sought $25 million in damages under the Racketeer Influenced and Corrupt Organizations Act (RICO). 

AI responses may include mistakes. For legal advice, consult a professional. Learn moreThe Empire Strikes Back | News – Floor Covering WeeklyJan 30, 2015 — The got out of non-flooring products and left about 25 service areas or 70 towns. We think their sales dipped to right…Floor Covering WeeklyJury Orders Empire Today to Pay $500k in Damages | Wood Floor BusinessFeb 23, 2011Wood Floor Business(function(){
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What number is 8005882300?

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Can you still call 800-588-2300 empire?

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Speaking to the Customer Service Representative

1. Call or visit early in the morning if possible.
2. Speak in a friendly tone of voice and have a positive attitude.
3. Make statements that demonstrate your dissatisfaction.
4. Explain your problem to the agent.
5. Understand the limits of the customer service representative.