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Articles - Case Studies

18 Workforce Management Case Studies

The concept of sources of electricity in the world.

Case Study: E.ON Achieves 90% Answer Rate With Calabrio

Houses being built

Case Study: Home Group Boosts Scheduling Efficiency by 20% with Calabrio

People in a university classroom

Case Study: Western Sydney University Reduces Abandoned Calls by 45% With Genesys

Train on a railway track

Case Study: Dutch Railways Achieves 85% Occupancy With NICE

Old computers, digital tablets, mobile phones, many used electronic gadgets devices, broken household and appliances on yellow background

Case Study: Sony Electronics Achieves Record CSAT With NICE

Work tools with a wooden house model.

Case Study: Lowe’s Saves Over 1 Million in Operational Costs With NICE

ecommerce customer experience image of woman purchasing online

10 Customer Experience ECommerce Case Studies

Arrow going up with the word customer satisfaction - Improve CSAT Concept

Case Study: Open Network Exchange Increases CSAT to 95% With NICE

Case Study: Contact Centre Improves Customer Satisfaction With AI

spotlight

Spotlight on… Local Council Contact Centres

House with utilities symbols in wooden blocks

Case Study: Utility Warehouse Reduces Costs With NICE

Happy customer support or sales agent

Case Study: Injixo Helps CXL Improve Agent Adherence

Person Smiling on a phone call

Case Study: North Devon Council Reduces Abandonment Rates With Zoom

Outbound Customer Case Studies

Aerial View of Clearwater Beach, Florida

Case Study: Clearwater Achieves 98% Answer Rate With Genesys

Healthcare illustration with icons

Case Study: Healthcare Products Company Migrates to Amazon Connect

A glowing symbolic light bulb and power transmission lines with chart showing Ascending arrows

Case Study: OVO Energy Boosts Engagement

Planning concept with people figures being sorted into groups

Case Study: GGN Improves Workforce Planning

Case Study: GBG’s Successful Global Voice of the Customer Programme

Person holding house keys in one hand and a miniature house in the other

Case Study: Dudley Council Transform Rental Management With MaxContact

Detail of the statue of Robin Hood standing near Nottingham Castle in Nottingham, England.

Case Study: Nottingham City Council Drive Efficiency and Channel Shift

Hand holding quality mark with five gold rating stars

Case Study: SumUp Personalizes Quality and Improves CSAT

Airplane shadow flying over beautiful exotic tropical beach

Case Study: Jet2 Improves Employee Oversight

Puzzel Forrester TEI Webinar Box

Editor's Pick

Thumbnail The Best Ways to Deal With Last-Minute Time-Off Requests

The Best Ways to Deal With Last-Minute Time-Off Requests

Thumbnail What It Takes to Get Training Right in the Contact Centre

What It Takes to Get Training Right in the Contact Centre

Thumbnail The 5-Star Customer Service Skills Your Team Really Need

The 5-Star Customer Service Skills Your Team Really Need

Thumbnail Train New Agents in Just 30 Days

Train New Agents in Just 30 Days

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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