Report
2024 ISG Provider Lens™ Quadrant Report
Probe Group awarded Leader position in two key categories.
Case Study
Global delivery provider's tech upgrade for enhanced data accuracy
Is your existing tech infrastructure disjointed and having a negative effect on customer experience metrics?
Case Study
Increase contact centre capacity by 463% with AI
Electricity and gas provider implemented AI-powered IVR systems and a flexible staffing model to meet increased caller surge demands.
Case Study
International airline increases ancillary revenue by 97% with sales optimisation program
Experiencing substantial growth but low profitability margins?
Case Study
Government contact centre increases CX index by 65% with quality assessment program
Want to enhance customer satisfaction and elevate the customer experience in your contact centre?
Case Study
Collections agency reduces long-term aged receivables by 83% with debt collection enhancements
Experiencing challenges in your contact centre's debt collection efforts? Need to enhance efficiencies while optimising your debt recovery process?
Case Study
Retail giant reduces contact centre service efforts by 41% with a virtual agent
Experiencing substantial growth but low profitability margins?
Case Study
Telecommunications provider improves net promoter score by 53%
Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?
Case Study
Low-cost airline increases NPS results by up to +29 across voice and chat channels
Is intense industry competition harming your customer experience metrics?
Report
Frost & Sullivan Best Practices Report 2023
Probe CX named '2023 Australian Best Practices Company of the Year Award for CX Outsourcing.
Case Study
Health insurance provider facilitates a champion-challenger model for message deflection
A private Australian health insurer wanted a channel shift strategy that improved messaging performance across their contact centre.
Report
2023 Everest Group PEAK Matrix® for APAC CXM Provider
Probe CX recognised as a Major Contender for CXM services.
Report
2023 ISG Provider Lens™ Quadrant Report
Probe CX awarded the coveted leader position in three categories within the 2023 ISG Provider Lens™ Quadrant Report for Customer Experience Services.
Case Study
Supermarket giant's $1.3 million win with voice-to-chat deflection
Leading supermarket retailer achieves overflow call deflection while reducing reliance on live agent support.
Case Study
National telehealth provider saves $10 million in labour costs and reduces AHT by 35%
A 24/7 telehealth services provider reduces AHT by 35% across four major service queues while saving $10 million in labour costs.
Case Study
Public transport agency grows social engagement by 40% and reduces response times by 50%
A leading public transit agency implemented call routing and social media solutions to reduce response times by 50%.
Case Study
'Buy now pay later’ provider achieves 70% first contact resolution
A financial technology organisation implemented a digital-first service model to achieve 75% CSAT scores.
Report
Frost & Sullivan Best Practices Report 2020
This report from Frost & Sullivan for the 2020 Best Practices Award outlines how Probe CX have continually improved our services.
Report
Frost & Sullivan best practices report 2021
Download the Frost & Sullivan Best Practices Report 2021 and learn about the key areas that made Probe CX the recipient of this award.
Report
Top 6 emerging New Zealand business trends 2024
The key 2024 challenges set to face New Zealand businesses across a broad range of industries.
Case Study
Transport provider navigates state-wide international event with a 95% target grade of service
Have an event that requires the ramp-up of customer service, risk management and staffing support?
Case Study
Leading retailer reduces AHT by 43% and increases online self service rates to 92%
Want to reduce staff workload and improve customer service by shifting simpler calls to cost-effective channels while still offering unique services?
Report
2022 ISG Providers Lens Quadrant Report
How Probe CX ranked against industry peers in the 2022 ISG Provider Lens™ Quadrant Report.
Report
2021 ISG Provider Lens Quadrant Report: Probe CX named Industry Leader
Probe CX has been ranked against industry peers in the latest ISG Provider Lens Quadrant Report, the highly respected of leading service providers.
Report
2022 Everest Group PEAK Matrix® for APAC CXM Provider
How Probe CX ranked star performer and leader for CXM services against 20 providers in the 2022 Everest Group PEAK Matrix®.
Case Study
Energy retailer achieved bad debt reductions of $3.2 million
A leading energy and gas industry retailer required support with credit collection activities and help to manage debt or financial hardship.
Case Study
BBQs Galore redesigned operations resulted in 40,000 hours of time saved
Struggling to adapt to market changes and facing challenges in managing inbound customer queries?
Case Study
IVR implementation improved caller efficiencies by 75%
A leading health and wellness group wanted to understand the driver behind the high volume of calls they received to improve their customer experiences.
Case Study
Leading courier and freight provider reduces AHT by 56 seconds
A global leading courier and freight service wanted to improve efficiencies and reduce their cost to serve by making live chat their channel of choice.
Case Study
Cruise retailer boosts revenue by 71% with outsourced capabilities
Concerned about outsourcing affecting customer interactions and brand perception? Looking to boost travel agent sales and improve sales conversion rates?
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