Coca-Cola Enterprises enabled their call center recruiters to focus on candidates with the highest likelihood of success through a more efficient internal hiring process. Read full study here
The challenge for Slovak Telekom was shifting the organization to become more sales focused without sacrificing service levels. Read full study here
The right tools are critical in helping this non-profit organization prepare disabled or economically challenged individuals for at-home call center agent programs. Read full study here
Global Outsourcer Learn how this global outsourcer drove improvements in both First Call Resolution and Average Handle Time. Read full study here
Health Care Organization This healthcare provider ensured that a combination of at-home, on-premise, and offshore outsourced agents didn’t undercut customer loyalty by ensuring quality across all agents. Read full study here
Temporary Housing Company It was imperative that this growing provider of temporary housing solutions have an efficient and effective call center agent hiring process in place that maximized recruiter efficiency and effectiveness. Read full study here
Wireless Telecom Company Without the right training, call center agents can have difficulty maintaining that balance and achieving their goals. It was critical for this wireless telecom company to improve agents’ debt collecting skills while maintaining the balance between collecting and professional, courteous customer service. Read full study here
Financial Services Company Call center agents in collections require a very specific skill set. To be effective, this skill set required ongoing training and reinforcement for this leading bank. Read full study here
Financial Services Company For this financial services leader, the challenge was shifting the mindset of its customer service representatives to become more sales focused by consistently up-selling and cross-selling across product lines without negatively impacting service levels and call center cost per call. Read full study here
Credit Card Processor This company positively impacted customer loyalty by finding the time to train call center agents to address its two largest factors: Call Quality and First Call Resolution which impact call center cost per call. Read full study here
Health Care Company This company improved customer loyalty by improving overall call center agent call quality. Read full study here
