Streamlined contact center operations help drive efficiencies, improve agent engagement and retention, and cut operational costs, in turn leading to improved CX and loyal customers.
Our team of data scientists and process experts leverage over two decades of CX expertise and industry best practices to deploy the right analytics, depending on your business need. The focused solutions – spanning operational analytics, churn analytics, and sales accelerator – provide insights to formulate the best course of action for achieving the desired outcomes.
Our analytics team brings deep expertise in areas such as data and probability analytics, software engineering, process improvement, and statistical correlation modeling. Using methodologies such as data sampling, statistical tests, gap analysis, and value stream mapping, the team takes a scientific approach to fulfill specific or dynamic revenue, cost, and KPI objectives. Call data and performance reporting provide actionable insights to guide agents and improve the customer experience.