Case Study Archives

Global Pharmaceutical Provider Unifies its Teams

Nancy Tuesday 5 May No Comments

Clinigen, a global pharmaceutical services platform, faced challenges with its customer service teams operating in separate locations using different phone systems that didn’t interact. This caused inefficiencies in workload distribution,…

Emergency Service Efficiency

Gareth Wednesday 4 April No Comments

Challenge Overview Bracknell Forest Council (BFC) needed a solution to support its fast-growing population and improve its out-of-hours service for the Berkshire Emergency Duty Service (EDS). The EDS team, responsible…

Using Intelligent Automation to Unlock Efficiencies & Improve Customer Satisfaction 

Gareth Wednesday 3 March No Comments

Challenge Overview The Driver and Vehicle Licensing Agency (DVLA) is an executive agency of the UK Government’s Department for Transport. The DVLA is a critical public organisation, responsible for more…

Cadent Gas becomes an Accredited Contact Centre

Pauline Wednesday 6 June No Comments

Cadent Gas, the UK’s largest distribution network, saw the Contact Centre Standards Framework as an opportunity to pinpoint areas in their operation that needed more focus. They were keen to…

Dialect Discovers Pathway to Excellence through Accreditation

Pauline Wednesday 5 May No Comments

Relative new outsourcer in the UK, Dialect, were looking for independent guidance to support their growth journey to contact centre excellence. They were looking for a holistic assessment of their…

SSCL uses accreditation to optimise operations

Gareth Thursday 6 June No Comments

SSCL discuss their experience of CCMA Accreditation and how the process helped them better understand their operation and identify areas for development.

NewDays explains the importance of accreditation

Gareth Sunday 10 October No Comments

NewDay share why they chose accreditation, what the process involved and how it helped validate strengths while highlighting opportunities to improve.

Supporting our Client to Outsource their Contact Centre Operation

Stelize Thursday 2 February No Comments

The Knowledge Group were approached by their client to support with transitioning their in-house contact centre operation to a specialist contact centre supplier. This involved a thorough sourcing process to…

Revolutionising BPO Workforce Management

Stelize Thursday 2 February No Comments

The DDC Group is a global BPO and Customer Support service provider, with 35 years of experience delivering outcome-based services from a range of global locations. Trusted by international brands,…

Feedback Loop

Stelize Thursday 2 February No Comments

Reed in Partnership faced quite a challenge in their customer feedback collection process. They relied on bi-annual surveys to gather insights and measure their Net Promoter Score (NPS), a method…

Insight Category: Case Study

Global Pharmaceutical Provider Unifies its Teams

Emergency Service Efficiency

Using Intelligent Automation to Unlock Efficiencies & Improve Customer Satisfaction

Cadent Gas becomes an Accredited Contact Centre

Dialect Discovers Pathway to Excellence through Accreditation

SSCL uses accreditation to optimise operations

NewDays explains the importance of accreditation

Supporting our Client to Outsource their Contact Centre Operation

Revolutionising BPO Workforce Management

Feedback Loop

Quick Links

Resources

Contact Us