August 19, 2020 Case Study Media and Entertainment Crack the root cause code to boost resolution rates A leader in the gaming and technology industry amplified customer loyalty by determining and correcting the root cause of 52% of unresolved issues
August 17, 2020 Case Study Healthcare Savvy hiring and training shortens handle times A retail pharmacy quickly added tenured, certified healthcare advocates to reduce repeat callers and boost OSAT during one of its busiest times of year
August 6, 2020 Case Study Public Sector and Government Triumph in Making Connections After a Natural Disaster Within 48 hours, a new Red Cross call center was in operation with new phone lines, established call routing rules and newly trained agents – a process that would normally have taken 4-5 months
August 6, 2020 Case Study High Tech Best solution for the best customer experience Amazon Connect proved to be the contact center solution suited to inbound and outbound call traffic requirements needed at AWS HR Services
July 27, 2020 Case Study High Tech Proactive associates using AI save the day with 95% CSAT Customer care associates proposed a hybrid AI/human crowdsourced solution that produced eye-popping results
July 27, 2020 Case Study High Tech Virtual contact center training for a virtual world At-home RealSkill program updates associate training to a remote environment
July 24, 2020 Case Study Healthcare Rx for operational excellence in a new normal Comprehensive support and training enabled an at-home model to exceed prior brick-and-mortar results
July 23, 2020 Case Study Financial Services and Insurance Exceptional remote support in record time Hundreds of newly hired remote employees delivered a 94% CSAT
July 22, 2020 Case Study Retail and eCommerce Fraud support breaks remote training barriers One of the world’s leading online retail marketplaces needed to remotely train and deploy hundreds of trust & safety associates in an unprecedented event
