Real-time data transforms CX

NCP can now react and resource for changes immediately – improving call handling and customer experience.

The challenge

What’s the correlation between an airline and a car park services provider? Well, when airline Monarch collapsed, 110,000 people were left stranded abroad and many had cars parked at UK airports. The Monarch crisis sparked a huge workload spike for the NCP contact centre.

Enhancing customer experience (CX) has always been high on the agenda for the multi-award winning car park operator. And they didn’t let the impact of this unexpected event throw their contact centre into chaos.

Responding quickly in a crisis

This was the first major incident that NCP faced since they had deployed Liberty Converse, our omnichannel contact centre solution.

“From a customer services perspective, the airline crisis was tough. But having full visibility of customer contact put us in a strong position. We were able to assess demand vs. available resource and respond to deliver the best service possible.”

Sonia Anderson

Resource Planning, Data Analytics and Insight Professional, NCP

The solution

“Delivering great customer experience has always been important to NCP. As the frontline of our brand, our contact centre plays a vital role within this. The ability to understand our data in real-time and ask ‘why’ ensures we are well-equipped to deliver positive outcomes, even in unexpected circumstances.”

Hema Nagar

Head of Marketing, NCP

The result

  • NCP had sufficient channels to monitor performance, allowing them to coordinate crisis moments proactively
  • With real-time data management they had real insight into the root cause of problems, allowing them to effectively resource and plan for the immediate future. In a crisis that can mean the next 10 minutes
  • This revolutionises the experience for the customer



reactions to required changes

6 X

faster integrated email handling


with legacy software

See the bigger picture

Create contact centre experiences that your teams and customers will value

More case studies

Cielo | Creating a roadmap to success

As part of their onboarding process, Cielo reviews a client’s current recruitment process, identifies improvement opportunities, aligns with best practice models. The introduction of Liberty Spark, our process discovery solution, led to an enhanced and improved user experience.

Clinigen | United teams on cloud contact centre

Clinigen is a global, specialist pharmaceutical services and products platform. They needed a contact centre solution to consolidate the systems and unite the teams, enabling effective, seamless customer experience.