Case Studies

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Browse our library of content to learn more about how we serve our clients

Topic

Industries

Lifting Customer Experience to Greater Heights

A major airline and cargo company needed to audit and optimize its customer service process, improve call resolution rates, and lower operating costs.

Rapid Response to a Work-At-Home Solution to Ensure Business Continuity

One of the largest P&C insurance and roadside assistance providers needed to quickly develop a work-from-home program for its employees during the initial months of the 2020 pandemic.

Six Sigma Process to Increase Conversion Rates

A leading ridesharing company struggled with low conversion rates in its driver onboarding process, and they needed to identify gaps in the process and reduce the lag time in onboarding.

Program Improvement Leads to Increased Sales for Insurance Company

An insurance provider with operations in more than 80 countries noticed they were missing their sales goals by 17% and wanted to improve their numbers.

Grocery Delivery Service Company Reaches Email Goal During High-Volume Season

One of our grocery delivery service clients was experiencing a period of accelerated growth over the holiday season. While trying to catch up with seasonal overflow of customer demands, business also started growing exponentially when the need for food delivery services increased due to COVID-19.

Efficient Customer Engagement Increases Service Levels

The client felt its mission was being compromised when agents failed to properly engage with customers and understand their needs. This resulted in unhappy customers, unresolved concerns and unnecessary transfers, which lengthened average handle times (AHT). The client collaborated with QCXi to improve revenue and increase service levels with proactive customer engagement to minimize transfers.