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.

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Case Study: Marley Spoon Achieves 80% 5 Star Reviews With babelforce
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Case Study: Sonos Achieves PCI Compliance With SequenceShift
Case Study: DSB Lifted Customer Sentiment by 35% With Puzzel
Cloud Technology Concept
Case Study: MeisterTask Takes Quality Score to 99.2% With Crescendo
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Case Study: Sanlam Boost CSAT With Scorebuddy
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Case Study: Intercom Automated Its QA With Scorebuddy
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Case Study: SumUp Sees 50% Call Containment With Five9
The gym
Case Study: Puregym Achieves a 300% Increase in Call Deflection With Genesys
Public Safety Guard
Case Study: Home Office Reduced Call Handling Time by 15% With Genesys
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Case Study: Fibrus Improves NPS Score by 27% With Genesys
Car dealership - Row of cars lined up
Case Study: Auto Trader Saves £70,000 Annually on Maintenance With Genesys
Paper to digital concept
Case Study: Input For You Achieved 80% SPT Rates With Netcall
Payroll concept
Case Study: DailyPay Achieves $1 Million in Productivity Gains With Assembled
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Case Study: Seasalt Cornwall Increased Service Level With Peopleware
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Case Study: isp.net Achieves a 900% Increase in Performance Visibility With MiaRec
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Case Study: HSBC Reduces Abandon Rates by 48% With Genesys
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Case Study: Charlie Bigham’s Boosts Efficiency with Netcall
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Case Study: Marston Holdings Reduces AHT With MaxContact
BPO Concept
Case Study: Serco Transforms Job Coaching With Content Guru
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Case Study: SupportZebra Supports 20% Increase in Customer Retention Rates
Case Study: Bergfreunde Reduces AHT by 30 Seconds With babelforce
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Case Study: Synthflow Gives BPO Multilingual Support With AI
Case Study: Stadtwerke Hamm Reduce Call Volumes With babelforce
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Case Study: OOWV Boosts Efficiency by 40% With babelforce
 
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