Case Studies - CCMA

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Case Studies

Dive into our partner case studies below.

Within 6 weeks, Hollywood Bowl had transformed its approach to planning. Read the case study to find out how they did it.

Case Study: Consistent SL Achievement, Reduced Burnout and Turnover, Costs Down. How did Hollywood Bowl do it?

Within 6 weeks, Hollywood Bowl had transformed its approach to planning. Read the case study to find out how they did it.

Read how The Knowledge Group enhanced their client’s contact centre capability and mitigated recruitment risks and service volatility during surges in demand.

Case Study: Scalability and Flexibility in the Contact Centre During Peak Periods

Read how The Knowledge Group enhanced their client’s contact centre capability and mitigated recruitment risks and service volatility during surges in demand.

How The Knowledge Group provided their client with fresh insight into the contact centre market, enabling them to form a successful, new partnership.

Case Study: Finding New Contact Centre Suppliers with The Knowledge Group

How The Knowledge Group provided their client with fresh insight into the contact centre market, enabling them to form a successful, new partnership.

How The Knowledge Group identified opportunities for their client to achieve greater financial control and improve operational processes across their supply chain.

Case Study: Unlocking Cost Savings and Efficiencies

How The Knowledge Group identified opportunities for their client to achieve greater financial control and improve operational processes across their supply chain.

Read about how The Knowledge Group supported their client to achieve a 30% increase in sales through the integration of a secure telecommunications platform.

Case Study: Achieving a 30% Increase in Sales

Read about how The Knowledge Group supported their client to achieve a 30% increase in sales through the integration of a secure telecommunications platform.

Discover how Reed in Partnership improved NPS evaluation and response times by collaborating with Rant & Rave, solving issues of low feedback volume and long survey cycles.

Case Study: Increasing Customer Satisfaction

Discover how Reed in Partnership improved NPS evaluation and response times by collaborating with Rant & Rave, solving issues of low feedback volume and long survey cycles.

Discover how Reed in Partnership improved NPS evaluation and response times by collaborating with Rant & Rave, solving issues of low feedback volume and long survey cycles.

Case Study: Feedback Loop

Discover how Reed in Partnership improved NPS evaluation and response times by collaborating with Rant & Rave, solving issues of low feedback volume and long survey cycles.

Find out how DDC OS overcame their challenges, dramatically improved KPI performance and streamlined their planning process.

Case Study: Revolutionising BPO Workforce Management

Find out how DDC OS overcame their challenges, dramatically improved KPI performance and streamlined their planning process.

Learn how The Knowledge Group (tkg) supported their client to outsource their in-house contact centre operation to a specialist contact centre supplier.

Case Study: Supporting our Client to Outsource their Contact Centre Operation

Learn how The Knowledge Group (tkg) supported their client to outsource their in-house contact centre operation to a specialist contact centre supplier.

Specsavers were facing challenges around staffing levels and front line engagement in its customer contact centre.

Case Study: Optimising your Workforce

Specsavers were facing challenges around staffing levels and front line engagement in its customer contact centre.

Tructyre's Customer Experience Centre encountered several hurdles across their operations, including extended customer wait times and burn out.

Case Study: Balancing Performance and Front Line Engagement

Tructyre’s Customer Experience Centre encountered several hurdles across their operations, including extended customer wait times and burn out.

Nestlé, a global leader in the food and beverage industry, needed to strike a balance between operational efficiency and managing costs.

Case Study: Enhancing the End-User Experience

Nestlé, a global leader in the food and beverage industry, needed to strike a balance between operational efficiency and managing costs.

VodafoneZiggo discovered that approximately 80% of interactions still required human intervention despite using chat bots. They were looking for a solution that would enhance efficiency on the frontline.

Case Study: Innovating Digital Customer Service

VodafoneZiggo discovered that approximately 80% of interactions still required human intervention despite using chat bots. They were looking for a solution that would enhance efficiency on the frontline.

Thomas Cook must adapt forecasting and scheduling methods accordingly while addressing skill shortages and ensuring employee satisfaction.

Case Study: Optimising the Balance in Workforce Planning

Thomas Cook must adapt forecasting and scheduling methods accordingly while addressing skill shortages and ensuring employee satisfaction.

Vattenfall leveraged Deepdesk's AI-powered Agent Assist to transition their primary support channel in the Netherlands from voice, to Whatsapp chat.

Case Study: Enabling the Frontline with the Tools for Success

Vattenfall leveraged Deepdesk’s AI-powered Agent Assist to transition their primary support channel in the Netherlands from voice, to Whatsapp chat.

Learn more about Knab's integration with Deepdesk to meet their core needs of customer and colleague satisfaction and the integration of their CRM platform.

Case Study: Fulfilling the Promise of a Customer Centric Bank

Learn more about Knab’s integration with Deepdesk to meet their core needs of customer and colleague satisfaction and the integration of their CRM platform.

Find out how Emovis increased forecast accuracy, operational efficiency and employee engagement with the help of WFM platform.

Case Study: How to take your WFM to the next level

Find out how Emovis increased forecast accuracy, operational efficiency and employee engagement with the help of WFM platform.

Nova KBM was using an integrated contact centre platform with a simple chat feature. This is a story about how Nova KBM transformed their customer experience with AI.

Case Study: Customer Experience with AI-Powered Contact Centres

Nova KBM was using an integrated contact centre platform with a simple chat feature. This is a story about how Nova KBM transformed their customer experience with AI.

A large automotive group required a partner to help stay ahead of the evolving market shifts and deliver smarter customer service.

Case Study: Smarter Customer Service for Better Customer Experiences

A large automotive group required a partner to help stay ahead of the evolving market shifts and deliver smarter customer service.

An online marketplace saved €15 million from a series of proactive solutions that tackled the complications of payment fraud.

Case Study: Expert back-office support helps recover 40K+ defrauded accounts

An online marketplace saved €15 million from a series of proactive solutions that tackled the complications of payment fraud.

An organisation was scaled by enabling an excellent level of customer experience and support across multiple lines of business.

Case Study: Fintech disruptor raises the bar with a smarter customer experience

An organisation was scaled by enabling an excellent level of customer experience and support across multiple lines of business.

ChatLingual Makes Global Shared Services Possible Through Innovative Multilingual CX

Case Study: Making Global Shared Services Possible Through Multilingual CX

ChatLingual Makes Global Shared Services Possible Through Innovative Multilingual CX

How EvaluAgent's 360° platform provided end-to-end visibility and helped Pinnacle.com achieve a 95% quality score by engaging their frontline teams

Case Study: Achieving a 95% quality score for Pinnacle

How EvaluAgent’s 360° platform provided end-to-end visibility and helped Pinnacle.com achieve a 95% quality score by engaging their frontline teams

Vodafone’s Challenge: Guaranteeing Consistent Customer Experience Excellence Across Multiple Markets

Case study: Vodafone reaches 80% FCR

Vodafone’s Challenge: Guaranteeing Consistent Customer Experience Excellence Across Multiple Markets

Why Bright Horizons Needed a Multilingual Support Solution

Case study: Multilingual Support for Bright Horizons

Why Bright Horizons Needed a Multilingual Support Solution