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 194 Case Studies
British Airways Global Consumer Relations Program Takes Off with Astute Solutions
British Airways launched a global customer relations initiative aimed at overhauling its technology infrastructure and service processes (baggage, compensation, etc.). Astute Solutions’ ePowerCenter consumer interaction management solution was selected to accomplish their expansive objectives.
Published: February 27, 2017 5:00 AM
Cargiant Revs Up Customer Engagement With Enghouse Interactive, Cisco and 365IT
Case study carried out by CarGiant and Enghouse Interactive. The CarGiant case study explores how the world’s largest used car dealership has teamed up with Enghouse to allow call handlers to provide customers with an improved level of in-depth information on the 8,000 cars they have in stock.
Published: December 23, 2016 5:00 AM
Infinity Supports Interact After Two New Client Wins
When Interact, one of the UK's fastest growing outsourcing businesses, won two new clients the clock started ticking. Both clients needed to establish a new home for their outsourced contact centre operations and build new case management systems in just 8 weeks. Using the Infinity platform the moves were completed on time.
Published: December 20, 2016 5:00 AM
DBF Supports Direct Sales Growth for Britain's Favourite Home Diary
Contact centre consultants at DBF are now in the second month of pre-Christmas peak sales for for the 2016 Dairy Diary which, with sales of over 30 million since its launch in 1982, remains firmly established as Britain''s most popular home diary.
Published: November 26, 2015 5:00 AM
Sky Departments Roll Out Integrated Contact Solutions From DXI
DXI’s EasyContactNow solution enables Sky’s service desk team of 30 to handle over 10,000 calls per month efficiently and deliver the high standard of support needed to meet the daily IT requirements of Sky’s 30,000 employees worldwide.
The high profile success of the original implementation led to interest from other departments within Sky keen to benefit from DXI’s innovati
Published: July 30, 2015 5:00 AM
A winning partnership with DBF has proved the value of outsourcing for Tipp24
When the International on-line lottery business, Tipp24 decided to relocate its business to the UK from Germany it gave itself a tight timeframe of just three months to find an outsourced contact centre provider and establish its operation. Finding the right partner can be a bit of a lottery (excuse the pun), but Tipp24 struck lucky when they met with DBF.
Published: July 6, 2015 5:00 AM
We all benefit: Why a Virtual Assistant from SelfService Company is good for InShared and its customers
Inshared is a Dutch insurance company with a uniquely customer focused business proposition. Only 20% of premium income is used to fund business operations, the remainder, designated as ‘our customers’ money’, is used to pay claims. Money left over is returned to customers as a 'dividend'. This proposition has made InShared the Netherlands’ premium online provider. It depends,
Published: January 7, 2015 5:00 AM
How Domino's Pizza Increased Customer Interaction by 128%
In 2013, Domino’s Pizza increased the amount of social media volume it handled by 128% over the previous year. The key to this dramatic improvement in customer interaction is Astute SRM, a social media management tool from Astute Solutions.
Published: December 31, 2014 5:00 AM
Xacti used local and toll-free numbers from number porting company City Numbers, to expand the business into overseas markets, without customers having to dial internationally.
Published: August 5, 2014 5:00 AM
This UK Contact Centre case study highlights the key drivers behind multi-channel contact centre ‘Hillarys’ recent investment in Red Box Recorders call recording and quality monitoring technology from Business Systems (UK) Ltd.
Published: June 19, 2014 5:00 AM
A single view of customer and supplier information will save businesses money - examines how using a Customer Service Management platform in practice can help to mitigate the risks of a business failing to manage its supply chain effectively
Published: April 14, 2014 5:00 AM
Carrington Carr Holdings
How Sabio has worked with Carrington Carr to deploy a powerful communications and contact centre infrastructure based on Avaya Aura Contact Centre technology.
Published: April 7, 2014 5:00 AM