Warwick Analytics has been featured on Connections Magazine, the magazine for the call center industry . The article THREE PIECES OF KEY INFORMATION YOUR CALL CENTER IS MISSING WITHOUT MACHINE LEARNING will also appear in the March/April issue.
With the amplification of social media, as well as the ease and increase in the ability for customers to complain, issues can quickly turn into operational and PR crises. Yet this is just the beginning; issues happen every day that cause customers to interact with contact centers. The intended customer experience can be impacted by taking up unallocated resources to deal with day-to-day issues.
The article looks at three ways machine learning for text analytics can be applied within a contact center to unlock key data that can ensure the intended customer experience is achieved.