fixed line, broadband and IPTV provider - QPC MIG and Barista 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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residential and business telecomms provider - 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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bank - asset finance division - QPC MIG and Barista 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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Dell Computer Corporation - QPC Consulting Case Study
Implementation of a new multi-tier customer support operation for the EMEA
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Xerox - QPC Consulting Case Study
Creation of Xerox’s Telebusiness and web channel within the EMEA
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International Telco - QPC Integration Layer Case Study
A major international 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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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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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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EDS - QPC Results Case Study
EDS improved their service KPIs, got a tangible return on investment on their training programme and established their own team capable of delivering training to sustain performance improvements.
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