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The challenge Amid the chaos of the COVID-19 pandemic, an American non-profit organisation, 335forNC, had succeeded in obtaining a deadline extension for low-income families to apply for relief funds from the North Carolina Department of Revenue ...
The Challenge A leading healthcare organisation needed a partner to immediately help it shift multiple parts of its customer care from a brick-and-mortar environment to remote contact centre support in response to the COVID-19 pandemic. It also...
The Challenge A leading health insurer had a large backlog of physician reports that needed correcting to stay compliant and avoid fines. They included escalated cases where the change request was already aging or had been changed multiple times,...
The Challenge Faced with unprecedented demand for unemployment assistance related to the Coronavirus outbreak, one state needed to upgrade its contact centre fast. Rather than overwhelm phone lines, the state looked to add messaging to interact...
Challenge When Hurricane Harvey made landfall near the Louisiana-Texas border, the category 4 storm brought catastrophic rainfall, flooding hundreds of thousands of homes in the Houston area. It was quickly followed by Hurricane Irma in Florida...
The challenge Soon after the COVID-19 pandemic broke out, unemployment rates shot up in the United States. The Wyoming Department of Workforce Services, like many other state agencies, experienced an unprecedented surge in call volume as citizens...
The ChallengeOur client is a leading automotive manufacturer whose contact center associates spend a lot of time searching for the correct documents to provide their customers with appropriate guidance. This caused frustration with the customers,...
A large automobile manufacturer relied on vehicle discounts, in the form of cash-back incentives, to entice buyers. Though it’s a standard industry practice, this mechanism is also a costly and inefficient way to build value. Our client...
The Challenge At the onset of the COVID-19 pandemic, a major airline transitioned its customer support staff and many other members of the organisation to work from home (WFH). In a remote work arrangement, digital tools such as a knowledge base...