Warwick Analytics has been featured not once bu twice this month in Contact Centre Helper.
Firstly in the article Workforce Optimization: 17 Ways to Improve Your Contact Centre Forecasts, our CEO Dan Somers gives his top tip:
Understanding the mix of topics, emotions and outcomes for different days of the week and time of the day can make a huge difference.
For example, do people use internet banking on a weekend? Are customers (and agents) happier at the beginning of the day/week?
By analysing incoming queries for topics, sentiment analysis and identifying emotional intents, a bank was able to understand when customers were more likely to tolerate delays and issues. This allowed them to forecast and staff more strategically, while flexing their skills and resources accordingly.
And in the feature: Why Is It Getting Harder to Recruit Good Contact Centre People? Dan talks about how there are many ways that better technology and analytics can support better processes that make ‘being great’ easier and more standardised as well as routing digital queries to the best people. This makes it easier to find and retain the best people and take on more inexperienced staff.