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Open in new tab Updater Case Study
Customer: Updater
Industry: Managed Application & Network Services
Challenges: Limited Visibility into Daily Performance & Manual Reporting Processes
Solution: ClearView
Results: Cost-Per-Acquisition lowered by 25%, Net Revenue Per Call increased by 40%, Net Promoter Score increased by 80%
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Webhelp Case Study
Customer: Webhelp
Industry: Business Process Outsourcer (BPO)
Challenges: The Webhelp team was using tools and processes that left room for man-made error. Because of the inefficiencies, agent engagement was consistently low
Solution: CXone Performance Management & Gamification
Results: Employee Engagement Award in Las Vegas in 2019 as a result of improvements in average handle time (AHT) and Customer Service Issue (CSI).
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Appriss Case Study
Customer: Appriss
Industry: Background Screening
Challenges: Delayed Data Access, Disengaged & Frustrated Employees
Solution: ClearView Performance Management & Gamification
Results: Went from 30% of employees achieving a 4.5/5 on scorecard to 60%
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Check Into Cash Case Study
Customer: Check Into Cash
Industry: Financial Services
Challenges: Manual Data Aggregation & Unproductive Agents
Solution: ClearView Performance Management & Gamification
Results: 68% Reduction in ACW & 40% Reduction in AHT
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Direct Interactions Case Study
Customer: Direct Interactions
Industry: BPO (Fully Remote Workforce)
Challenges: Manual Data Aggregation & Unproductive Agents
Solution: ClearView Performance Management & Gamification
Results: 68% Reduction in ACW & 40% Reduction in AHT
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Focus Services Case Study
Customer: Focus Services
Industry: Call center service
Challenges: Low performance across the board, lack of visibility, poor engagement, high attrition and high labor costs.
Solution: ClearView Performance Management, Dashboards, Wallboards & Gamification
Results: Utilization has increased by 26%, a 19% reduction in monthly attrition and an 8% increase in bill rate per hour.