Archives: Insights

Tech that Drives Seamless CX

Tech that Drives Seamless CX

Dreams, the UK’s most recommended bed retailer, set out to replace multiple disconnected systems with a single, integrated solution to streamline operations and enhance customer satisfaction. Advisers previously struggled with…
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Optimising your Workforce

Optimising your Workforce

Specsavers were facing challenges around staffing levels and front line engagement in its customer contact centre, located in Nottingham. There was inconsistency in shift planning, holiday booking and shift swaps,…
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Revitalising a Client and Supplier Partnership

Revitalising a Client and Supplier Partnership

A major retail brand sought support to improve their strained relationship with a key BPO supplier. Operational challenges, leadership changes, and misaligned commercial incentives had led to friction. The governance…
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Preserving and Improving Service Whilst Reducing Cost

Preserving and Improving Service Whilst Reducing Cost

A leading UK retailer wanted to evaluate their long-term partnership with an outsourced customer care provider. Their goals included identifying improvement areas, benchmarking pricing, assessing performance, and ensuring the contract…
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Leaving Outdated Hardware Behind

Leaving Outdated Hardware Behind

Challenge Overview Whole of life service provider Deaf Connect needed to replace their legacy phone payment system, which was only able to offer intermittent coverage, with monthly outages severely impacting…
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