Case Study

Call Center Case Studies on increasing sales, customer experience, quality and NPS scores, CSAT. Using speech analytics to get the most out of your quality program.

Insurance Collections Bureau

With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure…

4 months ago

Best Practices in the Utility Industry

Over the last few years, we have conducted several iterations of independent research to identify the best performing Utility Companies…

4 months ago

Customer Service Empathy Training to effectively support vulnerable customers

Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service…

4 months ago

Samsung Call Center Quality Case Study

With both call centers outsourced to third parties, Samsung needed a partnership approach, where all parties would work together to…

4 months ago

Think & Grow Rich – why an 83-year-old business concept is still relevant today

Think and Grow Rich is a long-held business philosophy and motivational book brought to the world by Napoleon Hill over…

2 years ago


As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by…

2 years ago


Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA…

2 years ago


Radian is an award-winning organisation, employing over 1000 staff, providing nearly 21,000 affordable homes across the south and providing care…

3 years ago

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