TechSee

JANUARY 9, 2018

In that specific call center, only five agents had been trained in the system in order to identify common use cases where the platform could be beneficial. The post PPV Customer Service Case Study: Cable Company Avoids a TKO appeared first on Techsee. Visual Support Call Center contact center customer support Tech Support Visual Support case studyIn anticipation of the biggest boxing fight of the year – Floyd Mayweather Jr.

Engineering 141

Engineering Customer Service Advertising Management 141

Merchants

OCTOBER 15, 2020

The post Case Study | Enabling FinTech cost control and volume for growth appeared first on Business Process Outsourcing Services | Merchants CX SA. Today more than 19 000 customers use this client’s financing in over 2250 locations across Canada.

Finance 52

Finance Business Process Outsourcing outsourcing 52

Merchants

OCTOBER 15, 2020

The post Case Study | Boosting sales and conversions through smart voice listening appeared first on Business Process Outsourcing Services | Merchants CX SA.

Banking 52

Banking Business Process Outsourcing outsourcing Sales 52

Merchants

OCTOBER 15, 2020

The post Case Study | Redefining risk and fraud strategies for growth opportunities appeared first on Business Process Outsourcing Services | Merchants CX SA. President‘s Choice Bank (PCB) offers a wide range of general finance and banking services to its clients in Canada.

Banking 52

Banking Finance Business Process Outsourcing outsourcing 52

Advertisement

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Merchants

OCTOBER 15, 2020

The post Case Study | Efficient back office processes drive improved customer experience appeared first on Business Process Outsourcing Services | Merchants CX SA.

Airlines 52

Airlines SaaS Business Process Outsourcing outsourcing 52

Genroe

JUNE 28, 2018

One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe. Case Studies and Statistics Net Promoter Score NPS PP: Net Promoter ScoreDemonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult.

Management 85

Management 85

Beyond Philosophy

JANUARY 23, 2017

The post Case Study: Enhance Your CX With This Technology appeared first on. Imagine going on a cruise and having the ship know your every desire – sometimes even before you do. That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year.

Technology 279

Technology Big data Customer emotions Consulting 279

Beyond Philosophy

MARCH 17, 2015

It’s a phrase derived from the famous Milgram study from the 1960s where participants were encouraged to administer fatal shocks to another participant at the urging of an experiment proctor in a white lab coat. The post Case Study: Increase Your Sales by 47% by Doing This… appeared first on Beyond Philosophy. How can you increase your sales by 47%? It’s all in the packaging.

Sales 302

Sales Scripts Marketing Personalization 302

Genroe

JULY 20, 2020

Then I’m going to give you a couple of specific case studies on what can be achieved. The post LinkedIn B2B Lead Generation Best Practices and Case Study appeared first on Genroe.

Best practices 52

Best practices B2B Marketing 52

Speaker: Tony Medrano, CEO of RapportBoost.ai

and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

Technology

Merchants

OCTOBER 15, 2020

The post Case Study | Boosting self-service use through smart understanding of customer behaviour appeared first on Business Process Outsourcing Services | Merchants CX SA.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Self service 52

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well.

Employee engagement 287

Employee engagement Customer centricity Customer retention Customer Experience 287

Genroe

JULY 2, 2018

The post [Case Study] Iron Mountain Doubles NPS? Best Practices Case Studies and Statistics NPS PP: Survey Response RatesIron Mountain doubled NPS survey response rates with two simple changes to their survey invite. In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department.

Surveys 57

Surveys Feedback Personalization Best practices 57

VirtualPBX

JULY 21, 2020

One of those customers is TSELLC , which we have now featured in a case study that outlines the company’s journey from our legacy system to our new Unlimited Users Plans. We are an entirely virtual company,” Wilkes told VirtualPBX during its case study interview.

Enterprise 52

Enterprise 52

Speaker: Tony Medrano, CEO of RapportBoost.ai

Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.

Contact Center

Merchants

OCTOBER 15, 2020

The post Case Study | Consolidated contact centre helps reduce costs through optimised customer service channels appeared first on Business Process Outsourcing Services | Merchants CX SA.

Banking 52

Banking Business Process Outsourcing outsourcing Customer Service 52

Merchants

JUNE 24, 2018

The post Case study | a 10-year partnership with Vodacom appeared first on Business Process Outsourcing Services | Merchants. Case StudiesVodacom is a leading African mobile communications company providing a wide range of services including mobile voice, messaging, data and converged services to over 57.5 million customers. Its vision is to offer the best network, best value and best service across its mobile network of around 200 million people on the continent.

Business Process Outsourcing 40

Business Process Outsourcing outsourcing 40

InTheChat

MAY 7, 2019

Today, The post Hospitality and Travel Digital Case Studies appeared first on InTheChat. This is the second post in our three-part series on digital trends in the travel and hospitality sector. In our first post, we discussed overall travel industry trends, as well as specific airline and hotel travel trends. Contact Center Customer Experience digital channels digital strategy hospitality industry travel

Airlines 52

Airlines Contact Center Customer Experience 52

Merchants

SEPTEMBER 19, 2018

The post Case Study | True immersion results in continuous improvement cycle appeared first on Business Process Outsourcing Services | Merchants. Case StudiesLeaders in the sales of DIY, home improvement and building material, Massbuild comprises 105 stores under the Builders Warehouse, Builders Express, Builders Trade Depot and Builders Superstore brands.

Business Process Outsourcing 46

Business Process Outsourcing outsourcing Sales 46

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Gain practical tips from case studies featuring leading companies.

Contact Center

Merchants

APRIL 11, 2019

The post Case Study – Put CX at the heart of your helpdesk appeared first on Business Process Outsourcing Services | Merchants. Case StudiesHelpdesk clients should enjoy the same experience as your customers. Yet because the service is tech-oriented, it’s often low on the priority list. Here’s how you can transform your help desk into an employee-first operation AND reduce costs.

Business Process Outsourcing 40

Business Process Outsourcing outsourcing 40

CSM Magazine

MARCH 26, 2020

In this case, the UJET mobile SDK, natively integrated into Wag!’s Ask any dog owner and they will tell you that their dog is more than just a pet, they are a member of the family. From the moment they meet, owners create a lifetime bond, and care for their furry friends. Dog owners will go to great lengths to provide the best food, treats, toys, and especially health and wellness care.

voip 40

voip Customer Support Wait times Customer Experience 40

Jive

AUGUST 16, 2018

The 2017 Content Preferences Survey Report reported that 78% of buyers have used a case study for a B2B purchasing decision. Whether you’re a large or small B2B company, that means that most of your prospective customers will check out your case studies. These tips will help your B2B company ask clients the right questions so you can write a compelling case study—with a healthy dollop of “money” quotes. . A case study tells a story.

B2B 63

B2B Telemarketing Surveys Marketing 63

Centriam Customer Experience Lab

JANUARY 25, 2018

Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool. Customer Experience Analytics

Marketing 93

Marketing Management Analytics Customer Experience 93

Advertisement

Customer Case Studies White Paper: “The Definitive Guide to the Modern Contact Center” White Paper: “Beyond Shift Bidding: Dynamic Scheduling” info@calabrio.com +1 (855) 784-2807calabrio.com 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM). professionals are judged—some go so far as to say. it’s the foundation of contact center scheduling. But it’s not always easy. In fact, forecasting can. be one of the most challenging ways to optimize.

Wait times

Momentum Telecom

JULY 20, 2018

The post Case Study – WellStreet Urgent Care appeared first on Momentum Telecom. Momentum Telecom recently partnered with United Technology Group (UTG) to help WellStreet Urgent Care improve their business analytics and resolve communication challenges with Momentum Hosted Voice Cloud technology.

Abandon rate 40

Abandon rate Telecommunications Analytics Technology 40

Inbenta

NOVEMBER 1, 2018

The post Case Study: Machine Learning vs. Natural Language Processing appeared first on Inbenta. There are 2 kinds of Natural Language Processing… Today, industry-leading NLP is built on AI that detects patterns in data that can then be leveraged in understanding user inputs. This creates an approach that is flexible in adapting to the nuances and ambiguity of languages while boosting accuracy between results and user intents.

Advertising 72

Advertising Customer Support Technology Marketing 72

Merchants

JULY 24, 2019

The post Case Study | Say ‘Hello’ to positive customer experiences in the telecommunications industry appeared first on Business Process Outsourcing Services | Merchants. Case StudiesTelecommunications providers enable our connected world and their customers have high expectations. In an always-on digital age, survival is not just about delivering omnipresent connectivity, it’s about protecting revenue streams and driving loyalty at every customer touch point.

Telecommunications 40

Telecommunications Business Process Outsourcing outsourcing Customer Experience 40

Merchants

JULY 23, 2019

The post Case Study | Raising your retail customer experience through people, insight and technology appeared first on Business Process Outsourcing Services | Merchants. Case StudiesWhile sales powers the retail industry, competitive advantage is driven through customer loyalty. That means retailers have to work even harder to show their customers they value their loyalty and time.

Business Process Outsourcing 40

Business Process Outsourcing outsourcing Sales Technology 40

Genroe

JULY 2, 2018

The post [Case Study] Iron Mountain Doubles NPS? Best Practices Case Studies and Statistics PP: Survey Response RatesIron Mountain doubled NPS survey response rates with two simple changes to their survey invite. In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department.

Surveys 40

Surveys Feedback Personalization Best practices 40

Merchants

JULY 24, 2019

The post Case Study | Providing excellent end-to-end customer experiences for the financial services industry appeared first on Business Process Outsourcing Services | Merchants. Case StudiesWhen it comes to giving customers a reason to stay loyal,financial service companies are feeling the pinch.

Business Process Outsourcing 40

Business Process Outsourcing outsourcing Customer Experience 40

Merchants

JULY 23, 2019

The post Case Study | Transforming CX to take the aviation industry to new heights appeared first on Business Process Outsourcing Services | Merchants. Case StudiesIt’s a fierce market out there for airlines across the globe. Changing customer behaviour and a push to innovate means airlines have to deliver an excellent customer experience across multiple digital touch points – all while staying profitable and embracing the travel tech revolution.

Airlines 40

Airlines Business Process Outsourcing outsourcing Marketing 40

NICE inContact

FEBRUARY 3, 2020

Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too

Multichannel 48

Multichannel Customer Experience 48

AskNicely

OCTOBER 29, 2018

Download the full case study to find out how Genesis achieved all of the above and more with NPS. The post Case Study: How Genesis Improves Member Experience with NPS appeared first on Net Promoter Score from AskNicely. We’ve all had this experience. You head into your gym, ready to crush your workout, and the weight machine you need is broken… still. Then the locker room is out of towels… again.

Feedback 60

Feedback Surveys 60

LiveChat

JANUARY 3, 2020

Try story studies. They’re designed to not only help you write case studies that convert sales and close clients, but to actually drive more traffic to your website. What are story studies and why do they work? Story studies are a tool for converting readers into buyers. Here’s how they work: You start with a standard case-study result that you got for a client or customer. So, I decided to write a case study with a twist.

Sales 41

Sales Marketing Analytics Management 41

Merchants

SEPTEMBER 19, 2018

The post Case Study | How Merchants keeps compliance a top priority for a financial services client appeared first on Business Process Outsourcing Services | Merchants. Case StudiesRegulatory compliance is the top priority for all our financial services organisations, including one of our UK clients.

Finance 40

Finance Business Process Outsourcing outsourcing 40

Centriam Customer Experience Lab

MARCH 5, 2018

We have published the Centriam CX Money Map , which details 12 drivers that make the financial case for a customer experience program. In our last post , my colleague Joe focused on customer enrichment. This week, I will delve into the two drivers involved with reducing costs in contact centers and marketing while maintaining, and potentially improving, customer experience. Financial Drivers

Contact Center 65

Contact Center Marketing Customer Experience 65

Merchants

SEPTEMBER 19, 2018

The post Case Study | Compliance and integrated systems made easy in the financial services industry appeared first on Business Process Outsourcing Services | Merchants. Case StudiesFor a financial industry client in Australia, the decision to widen its product offering resulted in significant business growth. The financial services products being sold are not items that people would prefer spending hours choosing.

Business Process Outsourcing 40

Business Process Outsourcing outsourcing Management 40

Spearline

JANUARY 16, 2020

Case in point, a recent event where customers were greatly affected with a Data Centre outage where they were completely unaware occurred 12th April 2019. Can your customers always connect with you? A question every business should ALWAYS ask themselves regularly, especially one that prioritizes excellent customer experience overall.

Education 58

Education Customer Experience 58