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