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CASE STUDY – contact web

How Contact Web built a scalable, high-performance agent training model —
‍and took it global.

Consistent customer experience at scale depends on agents who are confident, capable and continuously developing. Contact Web partnered with Cognexo to move beyond traditional training programmes and build a smarter, more measurable approach to agent readiness.

Sector: Business Process Outsourcing · Agent Performance & Operational Readiness

At a Glance

7 clients successfully onboarded through the KAI platform since September 2025
Improved agent confidence, engagement and consistency across teams
Streamlined onboarding and reduced reliance on unnecessary refresher training
Real-time performance visibility for managers across multiple client teams and geographies
Products used:
Cognexo Develop
Cognexo Survey
Readiness signals addressed: Capability  · Confindence · Performance
about the client

Background

Contact Web, a progressive UK-based BPO, partnered with Cognexo to implement KAI - an intelligent knowledge reinforcement and performance platform designed to elevate agent training, engagement and operational agility for their UK-based and global clients.

Together, Cognexo and Contact Web are reshaping how contact centres deliver consistent, high-quality customer experiences.

The Challenge

Acceleration
While Contact Web already had a strong agent training programme in place, it recognised the opportunity to further enhance performance by increasing engagement, building competence faster and providing actionable, real-time insight.
Scalability
As client demand grew for quicker onboarding and higher quality service, the team needed a smarter, scalable approach to their agent learning and development programme.
What we did

The Solution

By introducing the KAI platform, powered by Cognexo, Contact Web
transformed its approach to agent training and performance management.

Cognexo Develop — Capability & Adoption Readiness

KAI delivers continuous, personalised knowledge reinforcement that keeps agents
sharp - without adding to the burden of the working day.

Personalised, bite-
sized knoweldge
reinforcement.
Targeted learning delivered in less than two minutes per day -  for agent onboarding and continuous development.
Smarter training
delivery.
Targeted reinforcement removes unnecessary refresher training, saving time and maximising ROI.
Real-time analytics.
Managers gain immediate visibility into agent performance - enabling fast, targeted support where it's needed most.
Global scalability.
Deployed across multiple client teams and geographies to support Contact Web's growth strategy.

Cognexo Survey — Confidence Readiness

Cognexo Survey captures agent sentiment in real time - helping Contact Web address
concerns before they negatively impact morale or lead to turnover.

The Impact

The Results

Since introducing the KAI platform in September 2025, Contact Web has successfully onboarded seven clients through the platform:

Freedom Vision · Goodman Masson · Ophelos · Muscle Food
Payment Assist · Sky Business · Lockton

That number will continue to grow as adoption expands across its
global operations.

KAI has already enhanced visibility and consistency across teams, streamlined onboarding and training and improved agent confidence and engagement. Early feedback from Contact Web's clients highlights smoother customer interactions, faster response times and a more connected, informed agent experience.

OperationsVisibilityEngagementExperience
"Since partnering with Contact Web earlier this year, we have recognised the significant advantages of collaborating with a business that prioritises the wellbeing of its clients and their customers. KAI enhances our ability to maintain comprehensive oversight of customer interactions, providing deeper quality assurance insights that help us deliver positive outcomes for customers."
Contact Web Agent
"At Contact Web, we're passionate about giving our clients the highest standard of service while ensuring our teams are empowered to succeed. Partnering with Cognexo and implementing KAI has allowed us to elevate knowledge reinforcement, strengthen performance and build a platform for scalable, sustainable growth."
Tom Horne, CEO, Contact Web
"KAI makes training so much easier and more engaging. It's really helped me feel more confident on calls."
James Goodard, Togglit

Looking Ahead

The partnership between Contact Web and Cognexo continues to evolve, with KAI now an
integral part of Contact Web's learning and performance ecosystem. Together, the teams are
 redefining what great customer engagement looks like for the BPO industry.

get started

See the platform working.

The best way to understand what Cognexo can do for your organisation is
to see it in action. Our product team will walk you through a live demo —
tailored to your organisation's size, sector and specific readiness
challenges.

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