Fintech vs Big Tech vs Incumbents
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Sub Industry: Media
UK-based media and broadcasting company boosts agent performance with work-at-home model
Background A leading broadcaster and telecommunications company that provides television and broadband Internet services across the UK, including fixed line and mobile telephone services to both consumers and businesses. Business challenge With the growing demand for media and content services in the digital age, the client realised that providing top-notch
Going beyond traditional customer surveys and performance metrics with voice and speech analytics
Today, as human agents, as well as other voice interfaces, handle increasingly complex transactions…
Top UK entertainment firm lifts sales conversion to stay ahead in the market
Background The client is a leading entertainment company headquartered in the UK with revenues in excess of 13 billion pounds. With a workforce of over 31,000 employees, it caters to approx. 23 million customers across Ireland, Germany, Austria, Italy, Switzerland and Spain – in addition to the UK. Business challenge
A leading UK entertainment company stays ahead of the competition by augmenting agent performance
Background The client is a leading entertainment company headquartered in the UK, with over £10bn revenue. It employs over 30,000 people and serves 20 million customers across Europe. Business challenge The client’s customer service agents lacked adequate knowledge of the company’s products. This hindered their ability to handle objections and
Top UK entertainment firm boosts customer channel efficiency to stay ahead of customer expectations
Background The client is a leading entertainment company headquartered in the UK, with revenues in excess of £13 billion. With a workforce of over 31,000 employees, the client caters to nearly 23 million customers across Ireland, Germany, Austria, Italy, Switzerland and Spain, in addition to the UK. Business challenge It
UK media giant partners with Firstsource for 90% increase in customer satisfaction
Background As a leading international family entertainment and media enterprise, our client works across business segments like media networks, studio entertainment, parks and resorts and consumer products and interactive media. In March 2015, they publicly announced their plan to launch an entertainment streaming app, allowing consumers to purchase digital copies
Global entertainment player experiences 94% customer satisfaction scores
Background As a leading international family entertainment and media enterprise, the client works across media networks, studio entertainment, consumer products and interactive media. In 2015, they publicly announced plans to launch a dedicated entertainment streaming app, designed to provide users with digital access to a back catalogue of movies, TV
Viva la (digital) revolution!
Exactly two decades ago, the volume of business emails exchanged surpassed that of regular mail for the very first time – and there’s been no going back since.
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