How a Global Sports Betting & iGaming Leader transformed Workforce Management in the UK & Ireland

Trainline revamped its contact centre with SVL. Call routing was simplified, handling times dropped, and coaching time rose. Tech did the heavy lifting, so teams could focus on helping customers. A solid partnership that made day-to-day work easier for everyone.

eBay wanted to give their customer service teams more control over their schedules. QStory made it happen. Shift flexibility skyrocketed, managers spent less time on admin, and employees felt trusted. The result? A system where everyone wins—better efficiency for the business and a happier, more engaged workforce.

Jet2’s reps used spreadsheets and PDFs—confusing, slow, and inconsistent. Peopleware brought in real-time scheduling across Europe. Now managers have visibility, compliance is easier, and rostering takes minutes, not days. A smart system that’s helped Jet2 grow without added stress.

DHU’s legacy phone system couldn’t cope. NICE introduced CXone—suddenly staff had data, faster workflows, and better tools. Call routing improved, patient care got safer, and response times dropped. What really made it work? Trust, shared learning, and full team involvement.

OVO needed offshore support that felt like one team. Firstsource made it happen—quickly. Service levels jumped, response times improved, and culture thrived. They trained together, chatted daily, and built trust across borders. A great example of people-first operational change.