InsightsExplore Our Consulting Case Studies and InsightsFeatured Reports State of Customer Service Experience Report 2018 State of Customer Service Experience Report 2017 State of Customer Service Experience Report 2016 State of Customer Service Experience Report 2015 Operations Made Better Podcast Omni-Channel Challenges in the Contact Center Webinar The Ultimate CX Scorecard: Using Metrics to Drive Revenue Growth Contact Center Coaching Program Drives Customer Experience ImprovementExplore our case studies and white papers to help you achieve measurable improvements in your organization.AllAdvanced Data AnalyticsBusiness Process OptimizationBusiness TransformationContact Center ManagementCost TransformationCustomer Experience ConsultingProgram ManagementQuality MonitoringTelecom and Technology NRG Delivers Strategic Sourcing Support for $500M Telecom ContractTelecom and Technology Northridge Leads SIP Transition Resulting in Cost SavingsTelecom and Technology CTA’s 3-Year Integrated Business Plan for the Command CenterTelecom and Technology Leader in Credit Reporting Saves $2M through Sourcing SupportTelecom and Technology 36% Improvement in Post-Sales Process Issues Drives Revenue GenerationQuality Monitoring Quality Monitoring Results in 12-Point Improvement in CX PerformanceQuality Monitoring $40M In-Year Cost Savings through Program ManagementProgram Management $10M+ in Additional Revenue Through Process ImprovementContact Center Management Mystery Shopping Reduces Potential Compliance Violations by 70%Quality Monitoring Business Process Improvement Drives Cycle Time ReductionBusiness Process Optimization Contact Center Coaching Program Results in Transformational ChangeContact Center Management, Quality Monitoring The Ultimate CX Scorecard: Using Metrics to Drive Revenue GrowthCustomer Experience Consulting Telecom and Optimization Audit Yields Annual Savings of $1.4MTelecom and Technology Fortune 50 Enterprise Embarks on Cost Transformation JourneyBusiness Transformation, Cost Transformation How Northridge Designed a Differentiated Customer ExperienceCustomer Experience Consulting Roadmap for High-Impact, Transformational Changes in Healthcare OrgCustomer Experience Consulting Improve CX and Insights through Social Customer Service ProgramCustomer Experience Consulting Redesign of Agent Evaluation Program and QM Yields Measurable ResultsQuality Monitoring Compliance Monitoring Allows Firm to Achieve 16% ImprovementQuality Monitoring Customer Complaint Program Analysis Identifies Areas to Mitigate RiskQuality Monitoring NRG Assists in Improved Customer Loyalty through Business InsightsQuality Monitoring Business Process Initiative Creates Cost Reduction StrategyBusiness Process Optimization Optimized Infrastructure for New Tech Platform Results in NPV of $100MAdvanced Data Analytics, Telecom and Technology Multi-Year Improvement Plan Achieves $400M in Network Cost SavingsCost Transformation, Telecom and Technology Customer Service Transformation Drives $70M+ in Operating SavingsBusiness Process Optimization Provided Contact Center Sourcing Support for Federal AgencyBusiness Process Optimization, Telecom and Technology Quality Monitoring Results in 5% Point Reduction in Customer ComplaintsQuality Monitoring Golden Thread Scorecard Drives Focused Alignment on Worldwide PerformanceBusiness Process Optimization Business Process Assessment Integrates $1B OpEx Cost StreamBusiness Transformation Mystery Shopping Improves Policy Roll-Out for Travel IndustryQuality Monitoring Driving a Differentiated Customer Experience for Healthcare OrganizationCustomer Experience Consulting Quality Monitoring Increases Customer Loyalty and RevenueCustomer Experience Consulting Inside Sales Call Center Transformation Results in 300% Revenue GrowthQuality Monitoring Quality Monitoring Increases Customer Loyalty and RevenueQuality Monitoring Business Process Improvement Drives Increase in Resource EfficienciesBusiness Process Optimization Quality Monitoring and Vendor Management Yield Major Improvement in CXQuality Monitoring Quality Monitoring Improvements Lead to Gains in Agent PerformanceQuality Monitoring Business Process Transformation Improves Customer ResponsivenessBusiness Process Optimization Program Management Results in 15% Growth over 3 yearsProgram Management End-to-End Process Mapping and Optimization Identifies $3M in SavingsBusiness Process Optimization Optimization of Voice Response Menu Drives Improved CXBusiness Process Optimization, Contact Center Management Workforce Management Drives Improved Service and Cost SavingsContact Center Management Contact Center Roadmap Identifies Clear Investment PrioritiesContact Center Management Operational Assessment Leverages $5M in Cost SavingsContact Center Management Business Process Initiative Identifies Savings through Vendor ManagementContact Center Management Northridge & Presidio Support Successful Contact Center MigrationContact Center Management Streamlining Service Technician Call Inquiries Produces $9M in SavingsContact Center Management Northridge & Presidio Deliver a Workforce Optimization RoadmapContact Center Management End-to-End Assessment Results in Measurable Cost ReductionsContact Center Management Contact Center Operational Readiness Results in Key BenefitsContact Center Management Call Center Cost Reduction Opportunities Identify $52M+ in SavingsContact Center Management End-to-End Contact Center Assessment Optimizes Member ExperienceContact Center Management Contact Center Assessment Yields Roadmap of ImprovementsContact Center Management Strategic Planning Required for a Successful Contact Center Platform MigrationContact Center Management Customer Service Restructuring Results in $7M in Annualized SavingsContact Center Management The Speed of Sales in a Digital WorldCost Transformation Business Process Assessment and Roadmap Provides Large Enterprise a Strategy for Achieving Corporate GoalsBusiness Process Optimization Cost Transformation: A Journey, Not a DestinationCost Transformation SOCAP Social Media SummitCustomer Experience Consulting Omni-Channel Challenges in the Contact Center WebinarContact Center Management Program Management of Successful E911 Technical UpgradeProgram Management Redesign of Quality Program Leads to Improved Customer ExperienceQuality Monitoring Fortune 50 PMO Created for Multi-Billion Dollar Line of BusinessProgram Management Program Management of VOIP ImplementationProgram ManagementSubscribe to our Insights
