Top 5 Contact Center Case Studies for 2016
Illustration by Barbara Marsillac

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments. This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and frontline teams and the impact that they have on customers and the business. The following were the 5 most-read Inside View posts in 2016.

Inside View: CARiD
When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing that springs to mind. CARiD is working to change that. The online retailer is focused on providing an engaging customer experience similar to the type of personal attention offered by a VIP in-store concierge.

Inside View: Crisis Response Network
Life is full of stressful events and pressures. Sometimes circumstances can seem so overwhelming that it leads to anxiety, depression and life-threatening crises. Phoenix metro area and Northern Arizona residents who feel desperate and unable to cope can turn to Crisis Response Network (CRN), a non-profit organization dedicated to helping individuals by inspiring hope and empowering transformation from hope to health through a range of crisis services.

Inside View: Carbonite
Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their digital lives, so their expectations are understandably high for performance, reliability and security. But the key to customer confidence lies with the human factor. Each interaction with the company’s customer-facing staff can help to bolster or undermine its credibility.

Inside View: Cassidy Klundt, Sitel
It has often been said that the most effective leaders are lifelong learners. They are driven to continually develop their skills and abilities, and stretch to attain ever higher personal and professional goals. Add to that a passion for putting people first and you have a few of the fundamental traits that distinguish Cassidy Klundt from more conventional leaders. Klundt is the director of Sitel’s flagship Customer Experience Center in Las Vegas, and winner of the 2015 Best Contact Center Executive/Director Award from ContactCenterWorld. He also was named the 2015 Top Ranking Performer in the Americas by a peer-based panel of contact center industry professionals.

Inside View: UPMC Health Plan
Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services and providers to ensure that guests feel welcome and comfortable, and that their stay is memorable. Imagine if you could get that same level of personalized attention in other areas of your life. In fact, that is the experience that the UPMC Health Plan Concierge Contact Center delivers to more than 1 million members navigating the complex world of health insurance.