Financial services legal Our client is one of the largest retail outlets for home electronics in the southern part of the US. As most of their inventory is large ticket price, they provide a branch of self-financing for their customers. The finance department is...
Global technology company Live chat is quickly making its way to becoming one of the preferred contact channel for consumer support. Whilst studies have shown this varies by age demographic, one thing is for certain: consumers are deliberate about the channel they...
Global delivery logistics service Our client wanted to understand the driver for high volumes of tracking calls in to the contact centre to determine root cause and identify improvement strategies in agent behaviour, process, and / or technology in pursuit of...
Digital Satellite Media Broadcaster We undertook a sales-focused study with an emphasis on the effectiveness of quality form measurements in providing accurate and actionable feedback. The challenge Our client was launching an updated quality form, and looking to...
US national healthcare provider The lack of a centralised, independent quality process across multiple contact centre vendors was leading to a lack of consistency and negative CX outcomes for customers. The challenge Our client needed to centralise a quality process...
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