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: SupportZebra Supports 20% Increase in Customer Retention Rates
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Case Study: DVLA Achieves 30% Self-Service Rate With Content Guru
BPO Concept
Case Study: Serco Transforms Job Coaching With Content Guru
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Case Study: Marston Holdings Reduces AHT With MaxContact
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Case Study: Charlie Bigham’s Boosts Efficiency with Netcall
Smart city and digital transformation
Case Study: Telmore Saves 400+ Hours a Month With Puzzel
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Case Study: HSBC Reduces Abandon Rates by 48% With Genesys
Network connection across Paris
Case Study: isp.net Achieves a 900% Increase in Performance Visibility With MiaRec
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Case Study: Seasalt Cornwall Increased Service Level With Peopleware
Car dealership - Row of cars lined up
Case Study: Auto Trader Saves £70,000 Annually on Maintenance With Genesys
Payroll concept
Case Study: DailyPay Achieves $1 Million in Productivity Gains With Assembled
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Case Study: Fibrus Improves NPS Score by 27% With Genesys
Paper to digital concept
Case Study: Input For You Achieved 80% SPT Rates With Netcall
Public Safety Guard
Case Study: Home Office Reduced Call Handling Time by 15% With Genesys
The gym
Case Study: Puregym Achieves a 300% Increase in Call Deflection With Genesys
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Case Study: SumUp Sees 50% Call Containment With Five9
Employer recruiter with candidate with resume in job interview
Case Study: SHL Achieves 95% First Time Resolution With Vonage
Employee Benefits Package
Case Study: BenefitMall Boosts Their NPS Score With Scorebuddy
Call centre employees
Case Study: Wowcher Meets 90% Call Answer Rate in 30 Seconds With Vonage
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Case Study: The Ivy Collection Boosts Conversion Rates by 20% With Five9
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Case Study: Imperial College Healthcare NHS Trust Reduces Call Wait Times With Netcall
Home, car insurance and concept
Case Study: Farmers Insurance Increases Productivity by 40% With Vonage
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Case Study: Intercom Automated Its QA With Scorebuddy
 
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