Advanced analytics

Put your customers first with powerful business intelligence

Improve performance across dimensions

Without advanced analytics, businesses risk leaving significant customer experience improvements on the table. But to take advantage of what advanced analytics has to offer, it’s important to have the right infrastructure and capabilities in place – from a clear vision and strategy to platforms, data sources, and analytical capabilities.

Whether you are looking to reduce AHT, eliminate call drivers, or improve sales conversion, our team of data scientists and process experts deploy advanced analytics – Interaction Analytics and Performance Analytics – improving performance and elevating outcomes.

Advanced analytics in action

Interaction analytics, including automated QA evaluations and customer sentiment analysis, empowers agents to self-coach. Supplemented with insights from targeted monitoring and performance analytics, it enables continuous improvement across people, process, and technology.

Dashboards enable self-coaching and supervisor-agent coaching for performance improvement.

Deep-dive call analysis, call listening, and calibration help manage risk and compliance better to elevate CX.

Continuous improvement by integrating People, Process and Technology.

#ResultsMatter

Meet operational objectives

Lower agent attrition
Reduce regulatory risk
Innovate and implement new support models
Measure marketing outcomes

Increase sales and saves

Improve conversion rates
Develop cross-sell/upsell strategies
Boost average sale value
Reduce returns
Increase customer retention rates

Grow customer lifetime value

Increase customer satisfaction
Minimize customer effort
Improve call quality
Eliminate call drivers
Enhance omnichannel strategy

Reduce cost to serve

Expedite agent speed-to-proficiency
Enable digital containment
Optimize AHT
Reduce transfers and escalations
Maximize FCR

How we do it

As your strategic partner, we take a structured approach to deploying advanced analytics, driving innovation to meet evolving customer demands and generating significant benefits.

Step #1

Identify and prioritize potential value pools to focus on specific use cases such as maximizing FCR or minimizing customer effort

Step #2

Build, deploy, and test models, assess results, and fine-tune models based on the results

Step #3

Scale successful initiatives across the organization to maximize impact

Clients choose us for our

Digital tools &
tech capability

Consistency of
results

Top-notch security & compliance

Hiring & retention success

Adaptability & collaborative partnership

Awards & recognition

We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX