Articles - Case Studies

Browse our selection of case studies showcasing successful contact centre technology implementation, strategies and solutions.

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Smiling call centre agent
Case Study: Convera Transforms Employee Engagement with Zoom
Train on a railway track
Case Study: Dutch Railways Achieves 85% Occupancy With NICE
Hand Protecting Employee Figures Staff Retention Concept
Case Study: Sekure Merchant Solutions Reduces Agent Attrition
Tea and Coffee
Case Study: Nestlé Reduce IT Tickets by 83% With Genesys
Panoramic view of a row of electricity pylons in the countryside with dozens of other pylons in the distance.
Case Study: Valda Energy’s Efficient Customer Service
Case Study: Gaming Company Answers 90% of Chats in 10 Seconds
Student Loan Concept
Case Study: ECSI Achieves 68% Containment with NICE
Outbound Customer Case Studies
People in a university classroom
Case Study: Western Sydney University Reduces Abandoned Calls by 45% With Genesys
The concept of sources of electricity in the world.
Case Study: E.ON Achieves 90% Answer Rate With Calabrio
Person on a laptop with a dashboard
Case Study: Prvidr Cuts Average Speed of Answer by 50% With Genesys
A hand holding a bulb against power station with pylons at sunset
Case Study: EDF Empowers Its Energy Customers
Houses being built
Case Study: Home Group Boosts Scheduling Efficiency by 20% with Calabrio
Manufacturing plant and refinery
Case Study: Chemical Company Embraces Cloud Solution
A Smartphone with card and coins - payment concept
Case Study: How Afterpay Increased Agent Productivity 30%
Water being poured in a glass
Case Study: Culligan Optimizes Customer Service ROI
Omnichannel concept with stacked blocks and contact icons
Case Study: Creating an Omnichannel Customer Care Centre
Happy person looking into shopping bags
Case Study: Wowcher Gives Customers the WOW Factor
Bowling ball hitting bowling pins
Case Study: Hollywood Bowl Increases Adherence to 95% With Injixo
ecommerce customer experience image of woman purchasing online
10 Customer Experience ECommerce Case Studies
Modern homes and Town houses
Case Study: ORA Saves 30% of Work Time With Zoom
Case Study: Carlson Rezidor Hotel Group Personalises Its Customer Service
Case Study: GBG’s Successful Global Voice of the Customer Programme
Case Study: How PhotoBox Enhanced its Customer Experience
 
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