Our extensive collection of case studies illustrates best industry practice and how you can improve your contact center performance. Case studies are listed by the company they relate to, not who submitted them. Case studies are shown in order of date published with the most recent showing first.
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Showing 1 to 15 of 71 Case Studies
A new technology has been opted as the technology solution to boost up customer interactions, by CaratLane.Com
Published: February 7, 2013
Kwik Fit Insurance has implemented a new recording solution to achieve compliance with regulatory requirements.
Published: January 31, 2013
The National Railway Company of Belgium, Belgium Railways, orNMBS/SNCB was created in 1926 and is part of the NMBS/SNCB Group.
Published: January 24, 2013
Brand in pastry market uses IT Service Management solution to support over 2000 employees nationwide
Published: January 22, 2013
How Addison Lee unlocked savings of almost £1 million by working with Sabio to implement a specialist contact centre WFM solution and optimise the performance of its expanding private hire reservations operation.
Published: January 15, 2013
Retailer Figleaves improves customer service with cloud-based technolgy in their Contact Centre
Published: January 8, 2013
iRely is a provider of software solutions for commodity traders, with offices in 5 countries and help desk customers split across 7 time zones.
Published: December 6, 2012
Vermont Rail System
OAISYS, a business call recording and contact center management solution provider, helps keep regional rail service operator Vermont Rail System (VRS) on track with the OAISYS Tracer call recording solution. VRS relies on the Tracer contact center management solution to capture and record both telephone and radio calls for process adherence, service and regulatory compliance.
Published: September 28, 2011
In order to remain competitive in this market, today’s call centers must effectively handle different modes of contact while containing costs, improving agent efficiencies, and delivering high-quality interactions. Using the Distributed model that Ada was able to provide, Singo Solution developed one of the largest Call Management Systems available. No longer tied down to physi
Published: September 5, 2011
Optiver, a global market maker, and one of the fastest growing and most successful proprietary trading firms in Europe, has chosen ASC’s communications recording system, MARATHON EVOLUTION, and its VoIP recording system, EVOip, to record all incoming, outgoing and internal calls. The solutions are integrated with the company’s IPC voice trading platform and its Avaya PBX. Prote
Published: June 18, 2011
Lowering Call Center Attrition and Improving Customer Service
Call centers wage a constant battle against high attrition rates and poor job satisfaction, factors that dramatically affect the customer service a company provides. One call center with unique employees has dramatically reduced these problems by developing a new management model.
Published: February 17, 2011
Achieving Expense Reduction and Revenue Growth by Uniting Disparate Cross-Team Customer Data with Avidian CRM
Published: December 25, 2010
Sitka - Alaskan School District
OTRS leverages one-person Sitka IT staff to benefit teachers, parents, students, and staff
Published: November 28, 2010
Typically, sales people are sensitive to the wishes and requirements of their customers, but today’s customers more readily tell contact centers about their experiences, mostly by voice, but also through e-mail, social media and blogs. By analyzing customer communications, organizations can implement process optimization and improve product features. Suggestions for a better co
Published: November 15, 2010
Sappi Fine Paper
"R&R" usually means Rest & Relaxation – but when it comes to the call center services OnBrand24 provides for Sappi Fine Paper, it stands for Responsiveness & Relationships.
Published: August 4, 2010