Real Results. Proven Strategies. Customer Experience That Delivers.

Explore our collection of case studies showcasing how leading organizations transformed their contact centers, optimized customer experience, and scaled operations through strategic design, technology, and coaching. Discover actionable insights across industries including healthcare, retail, insurance, and professional services.

Our Case Studies

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Bringing together CRM and cloud contact center capabilities
Bringing together CRM and cloud contact center capabilities

Integrating CRM and cloud contact center platforms for multi-channel optimization.

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New platform for a national benefits provider
New platform for a national benefits provider

Supporting cloud platform implementation with expert guidance and workforce optimization.

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Securing a state-of-the-art platform for less
Securing a state-of-the-art platform for less

Upgrading to a cloud contact center platform with better functionality and lower cost.

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Simplifying life with a centralized call center
Simplifying life with a centralized call center

Launching a centralized call center to streamline operations and improve patient focus.

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Platform Implementation

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Creating consistent architecture to serve clients worldwide
Creating consistent architecture to serve clients worldwide

Unifying global support architecture to improve service and reduce operational costs.

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Great channel experiences, first touch resolution
Great channel experiences, first touch resolution

Improving email support with first-touch resolution and agile CX transformation.

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Driving customer experience focus in B2B interactions
Driving customer experience focus in B2B interactions

Shifting B2B service quality from compliance to customer experience focus.

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Using Agile to get results
Using Agile to get results

Accelerating agile transformation to deliver mission-critical IT platforms.

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Process

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Smoothing the customer journey from start to finish
Smoothing the customer journey from start to finish

Redesigning the customer journey to improve empathy and strategic alignment in healthcare.

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Increasing automation to drive growth
Increasing automation to drive growth

Optimizing customer touchpoints and cost efficiency for a growing pet retail chain.

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Rapid intervention to rescue service level
Rapid intervention to rescue service level

Improving call center performance and service levels for a national meal delivery brand.

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Calibrating contracts for a sprawling organization
Calibrating contracts for a sprawling organization

Optimizing BPO contracts to balance service quality and cost in healthcare.

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Optimizing performance for great service
Optimizing performance for great service

Boosting Medicare sales performance through strategic call center optimization.

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Navigating growth and scaling quickly
Navigating growth and scaling quickly

Scaling a tech-driven services firm through strategic operations and team growth.

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Solving labor issues with near shore help
Solving labor issues with near shore help

Resolving service gaps with tailored nearshore BPO solutions for insurance customer support.

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People

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