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The Results: 0 % QA compliance 0 % Identification and verification rate 0 /5.0 CSAT on saves > 0 % Onsite repudiation > 0 % Offsite repudiation 0 /5.0 CSAT on repair management The Challenge The home warranty company faced sharp call spikes during unforecasted extreme weather, straining operations and
The Results: By combining strategic expertise with hands-on execution, ResultsCX delivered a high-impact transition — ensuring continuity, efficiency, and measurable success. 0 % Voice of the Customer (VoC) score in 2025 0 % CSAT score in 2025 0 secs Average Handle Time (AHT) 0 % 2025 client sentiment score –
The Results: 0 x + Increase in hours staffed 0 % Increase in contact voting percentage between 2023 and 2025 0 % Increase in contact rate using dialer segmentation strategy The Challenge The global stakeholder advisory firm proactively engaged shareholders ahead of proxy meetings, addressing inquiries and securing votes while
AI adoption in banking and financial services (BFS) contact centers often starts with the wrong question – how much can we automate? That mindset leads to incremental gains at best and reputational risk at worst. It treats AI as a substitute for human judgment rather than as a mechanism to support better
The Challenge: The client, a leading Mobile Virtual Network Operator (MVNO), experienced a significant increase in customer support calls after the Affordable Connectivity Program (ACP) expired in April 2024. The ACP provided payment assistance and free government phones. Its expiration led to higher customer costs and quicker depletion of airtime,
The Challenge: Over the past five years, ResultsCX has proudly partnered with a leading telecom provider, playing a vital role in delivering customer support for its wireless programs. As part of our dedication to ongoing improvement, we zeroed in on two key goals: enhancing operational efficiency and taking the customer
The retail industry is constantly evolving, and customer experience is at the forefront of this change. Today’s consumers expect a seamless, personalized, and efficient shopping journey, whether they’re browsing online or visiting a physical store. This is where chatbots play a transformative role in the way retailers interact with their
Challenge Chronic conditions pose significant challenges to individuals and healthcare systems alike. Back in 2021, a leading health plan client was concerned that their members were not getting adequate care for their chronic conditions, posing potential risks to member health and the plan’s financial operations. Facilitating patient education, empowerment, and
4 pillars of success In recent years, discussions around Customer Experience Management (CXM), particularly those initiated by service providers, have increasingly focused on showcasing “skin in the game”. This shift underscores the idea that effective CXM in the post-pandemic world requires genuine commitment, shared responsibilities, and a deeper level of
2020 was a landmark year for streaming service providers, with viewership skyrocketing due to the pandemic. Three years later, the Video Streaming market continues to witness promising growth and is expected to reach US$137.70B in 2027. The bad news? With exponential growth comes intense competition and streaming wars that show