Case Study ON THE NICE SOLUTION ABOUT SEAWORLD For more than 50 years, SeaWorld has delivered extraordinary entertainment experiences that blend imagination with nature. Over 23 million guests visit its 12 well-known U.S. theme parks each year. In 2011, SeaWorld expanded its popular brands into media and entertainment including movies, television, and digital media. To supports its guests, SeaWorld’s Orlando, FL-based contact center is the front-line customer service hub for all of its theme parks. With a highly sea- sonal business, the number of agents, or ambassadors, ranges from a low of 125 in winter to a high of 300 ambassadors during spring and summer. The ambassadors take calls about a wide range of queries including questions about height requirements for various rides, p

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