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  · Confidence · Performance

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.

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 knowledge 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 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

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.

"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.

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.