Articles - Case Studies

Our Case Studies page showcases real-world examples of how contact centres are improving performance, technology, and customer experience. This collection of success stories, lessons learned, and expert commentary highlights innovative strategies and practical approaches that have made a measurable impact in live environments. Learn how organisations have tackled common challenges, from reducing wait times to boosting engagement and efficiency. The case studies also provide inspiration for applying similar ideas in your own operation, helping you achieve meaningful and sustainable results.

Next
RECENT
POPULAR
Bus on a road
Case Study: Global Touring Reduces ASA by 30% With SequenceShift
Internet Connection by Satellites
Case Study: NRTC Decreases Agent Attrition by 32% With Creovai
Case Study: Paychex Increased Operational Efficiency With Upland Software
Key exchange
Case Study: Ocasa Homes Saved 262 Hours per Week With Netcall
Contact centre agents on the phones
Case Study: Callzilla Increased Speed of Resolution With Creovai
Breakfast served with coffee, orange juice, croissants, cereals and fruits. Balanced diet.
Case Study: Nestlé Resolved 80% of IT Incident Tickets With Upland Software
Train on train tracks with blurred out background
Case Study: SWR Eliminates 300-500 Activities Daily With Route 101
Image on inside a hospital blurred
Case Study: Christie NHS Foundation Trust Reduces Manual Data Entry With Netcall
3 chairs with a highlight on the middle one
Case Study: Cielo Streamlines Recruitment Processes With Netcall
Case Study: DSB Lifted Customer Sentiment by 35% With Puzzel
Grey teddy bear
Case Study: Carte Blanche Simplified Complex Workflows With Netcall
Smart speaker on a table with a blurred background
Case Study: Sonos Achieves PCI Compliance With SequenceShift
A blurred image depicts a hospital waiting area with numerous people, some in wheelchairs, seated along a long corridor.
Case Study: Liverpool Women’s NHS Trust Saved Over £1200 in Admin With Netcall
News website on a laptop
Case Study: The Globe and Mail Secures Payments With SequenceShift
Plant based supplements
Case Study: Holland & Barrett Streamlined Their Workflows With Netcall
Deaf people communicating with their hands
Case Study: Deaf Connect Solves Outages With Sequence Shift
Cloud computing technology concept
Case Study: IRIS Software Group Improved Resource Management With Netcall
Chef clothing
Case Study: Chef Works Implemented PCI-Compliant Solution
People shaking hands
Case Study: Wellcombe Group Reduced Onboarding Time With Netcall
suitcases on a baggage carousel at an airport during a busy travel day
Case Study: Collinson Underwent a Digital Transformation With SequenceShift
Family of wooden blocks with a red umbrella over the top shielding them
Case Study: NEOS Improved Operational Efficiency With SequenceShift
Wooden student with graduation hat balancing with a house
Case Study: Homes for Students Scores 4.5/5 CSAT Score With Netcall
Piggy bank with someone putting money in it
Case Study: Hampshire Trust Bank Reduce Manual Effort With Netcall
Keys on a chain with a house chain
Case Study: NRLA Cuts Written Response Times by 86% With Puzzel
 
Next