Vodafone's strategic MI investment - QPC MIG Case Study
Understand how a strategic new infrastructure for management information is generating a new level of insight about the customer’s journey through Vodafone’s 19 contact centre operations.
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European fixed line, broadband and IPTV provider - QPC MIG and Reveal reporting Case Study
Using QPC’s MIG, a global telecommunications company was able to find the cause of major problems within their call routing infrastructure, problems that were creating both significant customer dissatisfaction and unnecessary operational costs
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North American residential and business telecomms - QPC MIG WFM Integration Case Study
Using QPC’s MIG, a leading North American telecommunications company was able to overcome the reporting limitations of their Cisco contact routing framework and successfully implement IEX TotalView workforce management to reduce costs and improve service
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European bank - asset finance division - QPC MIG and Reveal reporting Case Study
With better management information one of Europe’s largest banks was able to identify the scale of their call transfer problem, locate what was causing this and discover how some of their agents were avoiding calls
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European Telco - QPC Integration Layer
A major European mobile and broadband supplier saved 2 administrative FTE and improved data accuracy by integrating their quality monitoring systems with their performance management solution using a QPC Integration Layer
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HBOS General Insurance - QPC Results Case Study
Halifax was able to rapidly improve sales using a training and development programme designed to encourage ‘sales through service’ on 3 product lines
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Bedfordshire Council - QPC MIG Case Study
Bedfordshire County Council optimised costs and service levels with accurate data for their workforce management system from a Cisco contact routing platform
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Edexcel - QPC Séntrel LMS
Edexcel’s BTEC Career Path for contact centres is available to thousands of learners across the globe thanks to a hosted and managed LMS that was quick, easy and cost effective
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Omnifone - QPC Séntrel LMS
Omnifone is able to train thousands of learners in many languages across the globe on its MusicStation service with a complete solution that was quick, easy and cost effective for them.
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Bank of Scotland - Autonomy etalk Qfiniti call and screen recording for quality management
Bank of Scotland used Professional Services consultancy and etalk to create performance management with real business benefits.
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Sky - Autonomy etalk Qfiniti call and screen recording for quality management
Sky were able to improve customer service and reduce the costs of managing quality with consulting and an integrated recording and evaluation solution
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Dell - operational and strategy consulting
Strategy, operational and project management consulting were crucial when Dell wanted to improve service and optimise the cost to serve when providing multi-tier customer support over the phone in the EMEA
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Xerox - operational and strategy consulting
Consulting was at the heart of the creation of Xerox's successful new telebusiness and web channels within the EMEA and APAC
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