The Challenge: IC24 was looking for a Speech and Text Analytics solution that would provide consistent reporting and deliver insights across its contact centres, whilst integrating with its existing patient management system, CLEO. Continue reading How one contact centre benefited from a whole time equivalent (WTE) saving of over £66,000
Category Archives: Case Study
Cazoo uses Calabrio Workforce Management to support fast-growing business
Calabrio, the customer experience intelligence company, announced that Cazoo, the UK online car retailer, is utilising its workforce management (WFM) solution to automate the planning of the company’s rapidly expanding contact centre workforce. Cazoo’s frontline workforce has over doubled in size since implementing the WFM software. Continue reading Cazoo uses Calabrio Workforce Management to support fast-growing business
Case Study: Royal London Boosts Employee Engagement Score to 83% with Workforce Management
Find out how Royal London centralised their resource planning activities, halved their complaints, and raised their NPS scores from 52 to 64 with a Workforce Management solution… Continue reading Case Study: Royal London Boosts Employee Engagement Score to 83% with Workforce Management
World of Tanks taps into its best players to create powerful customer experiences
How one of the world’s leading video game companies improved in-game experience, by using its own players to provide timely, knowledgeable support to its community of players the world over… Continue reading World of Tanks taps into its best players to create powerful customer experiences
How WebHelp Nordic is positioning itself as a cloud-based business leader with NICE inContact
Webhelp Nordic started working with the cloud in 2013, and Per Valvic CIO/CTO at Webhelp Nordic explains why NICE inContacts’ CXone solution has enableled them to reach and preserve a leading position in their industry… Continue reading How WebHelp Nordic is positioning itself as a cloud-based business leader with NICE inContact
Menzies balances the books with StarLeaf unified communications technology
Organisation: MENZIES is a top 20 firm of accountants, finance and business advisors that operate out of a network of offices across Surrey, Hampshire and London, providing clients with easy access and local knowledge. Continue reading Menzies balances the books with StarLeaf unified communications technology
The Direct Travel Team Boost Revenue per Agent with Outbound Predictive Dialler
Based in Southend and founded in 2011 with just six employees, telemarketing and sales company, The Direct Travel Team now has over 100 staff working on a wide range of campaigns covering everything from holiday promotions to property and even politics. Continue reading The Direct Travel Team Boost Revenue per Agent with Outbound Predictive Dialler
The Direct Travel Team Boost Revenue per Agent with Outbound Predictive Dialler
Based in Southend and founded in 2011 with just six employees, telemarketing and sales company, The Direct Travel Team now has over 100 staff working on a wide range of campaigns covering everything from holiday promotions to property and even politics. Continue reading The Direct Travel Team Boost Revenue per Agent with Outbound Predictive Dialler
Case Study: How Content Guru Help the RAC to Automate Emergency Breakdown Callouts and Reduce Costs
The RAC is the UK’s second largest automotive services company, generating nearly £500 million in revenue and employing 4,000 people. It provides a range of vehicle and breakdown services to over 8.8 million corporate customers and private members, and its 1,600 patrols carry out 2.3 million breakdown rescues a year. Continue reading Case Study: How Content Guru Help the RAC to Automate Emergency Breakdown Callouts and Reduce Costs
Case Study: TalkTalk’s New Community Receives Global Recognition
TalkTalk wanted to transform the experience of its user community, recognising that their help and experience was at the heart of its digital strategy for all customers. After focus groups and gathering data it decided it wanted to “provide its customers with an easy to use, vibrant, visually appealing, next generation, P2P support experience, accessible to everyone, anywhere on any device”. Continue reading Case Study: TalkTalk’s New Community Receives Global Recognition
Case Study: TeleWare helps Akea Life Deliver Premier Medical Services
TeleWare, a leader in communications technology, has started working with innovative new concierge medical service Akea Life. Together they are offering patients and clinicians peace of mind and best practice customer service. Continue reading Case Study: TeleWare helps Akea Life Deliver Premier Medical Services
Case Study: Enghouse Helps Rural Housing Specialist Achieve 100% All Round
The well-used terms “sustainable” and “affordable” are not just empty words for Hastoe Housing. It prides itself on finding innovative solutions to enable local people to remain within their communities and now owns and manages over 7,000 homes in over 70 local authority areas. In 2011 they completed their 200th village scheme, confirming its position as the UK’s leading specialist rural housing association. Continue reading Case Study: Enghouse Helps Rural Housing Specialist Achieve 100% All Round
BGL Group invests in Customer Excellence programme to build multi-channel capability.
BGL Group’s strategic focus is to make a difference for its customers, colleagues and communities. The Group has developed a Customer Excellence strategy intended to utilise digital technology with the aim of improving overall customer experience. BGL is a leading digital distributor of household finance products to more than eight million customers who are serviced through Fusion contact centres across the UK. Continue reading BGL Group invests in Customer Excellence programme to build multi-channel capability.
BGL Group launches new on-boarding strategy across its contact centres, resulting in 98% employee engagement
CASE STUDY: BGL’s customer contact centres are made up of 1,300 people across four sites in Peterborough, Sunderland, York and Wakefield. Together they deliver high-quality customer service expertise on behalf of BGL Group’s businesses, including Frontline (home to insurance brands Budget Insurance and Dial Direct), Beagle Street, the online life insurance company, and Junction, BGL Group’s partnerships business, working with blue chip partners. Continue reading BGL Group launches new on-boarding strategy across its contact centres, resulting in 98% employee engagement
Genius Foods chooses RingCentral as Unified Communications provider
CASE STUDY: Genius foods started out in Edinburgh in 2009 with the aim of providing high quality alternatives for baked products on the shelves that contain gluten. The business quickly became a multi-site company with locations in Bathgate, Hull and Scunthorpe. Today the products can be found in stores around the world. Continue reading Genius Foods chooses RingCentral as Unified Communications provider