Supporting Insurance Contact Center Certification with Agile Role-Play Solutions
Client Success – 34% AHT 30% reduction in CAR 2 week launch Share Overview When a leading insurance company launched a new captive contact center, they needed a way...
Case studies
Delivering Exceptional Customer Support for a Global Streaming Leader Through Agile Workforce Management
Client Success – 8% improvement in FCR 2 week launch 8% AOV increase Share Overview When a global leader in subscription-based streaming, offering on-demand TV shows, movies, and original...
Rapidly Responding to a Major Credit Bureau’s Data Breach with Unmatched Flexibility and Agility
Client Success – 1000% flexibility 48 hour launch 721 Hours in a single day Share Overview A major customer data breach hit a leading credit bureau, causing unpredictable call spikes...
Scaling Customer Support and Driving Growth for a Top-Rated Wireless Carrier
Client Success – 12% AOV increase 17X call volume growth 18.75% increase in VOC Share Overview As customer expectations evolved and demand surged, a top-rated wireless carrier needed a support solution...
Delivering Optimal Results for Planned/ Unplanned Events During Steady-State and Ramp Times
Client Success – 7 year partnership 6 point NPS increase 152% YoY growth Share Overview and challenges During tax season, millions of individuals rely on the #1 best-selling tax...
Scaling Patient Support for a Leading Medical Testing Company
Client Success – 94% QA scores 700% agent growth 95% CSAT score Share Overview A leading medical testing company was experiencing unprecedented growth, but their ability to scale was...
Speed to Proficiency with a Leading Home Delivery Service Client
Client Success – 2 week launch 60% flexibility 18% improvement in SLAs Share Overview The rise of digital-first companies has reshaped consumer expectations, with omnichannel engagement becoming the new...
Meeting Customer Needs During Unplanned Natural Disasters for a Top Five National Insurance Company
Client Success – 12 year partnership 65% flexibility 50k hurricane Sandy calls handled Share Overview In 2010, a series of severe ice storms swept across multiple states served by...
Giving a Natural Gas Company a Better Forecast
Client Success – 94% CSAT 33% reduction in onboarding 130% flexibility Share Overview A regional natural gas company serving customers across multiple states faced mounting challenges that strained its...
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