Search

Warwick Analytics in the Press: Customer Service Manager

How to Turn Your Contact Centre Into an Early Warning System


Contact centres originally existed to service customer enquiries. They were built as a cost centre. Customer services was seen as one of those things you just needed to do, and efficiencies were around measuring calls handled by agents and little attention to outcomes unless you considered RFT (“Right First Time”).

The paradigm changed when it was realised that happier customers spent more and told their friends. This generates a tension between customer outcomes and cost to serve. Many are still in the transition. This second paradigm is enhanced by digital transformation where self-service and chat enable an easier experience for customers as well as efficiencies for operators.

Read the full article here.

0 views

Recent Posts

See All

In the Press: DisruptiveLIVE The Andy Show

Listen to Warwick Analytics CEO Dan Somers talking on The Andy Show by DisruptiveLIVE about how AI can help companies get more from their customer feedback using the latest in AI analytics. https://ww

ABOUT

Warwick Analytics, 35 Kingsland Road, London, E2 8AA

United Kingdom

Phone: +44 (0)20 7060 6990

Email: info@warwickanalytics.com

SOCIAL
  • LinkedIn
  • YouTube
  • Twitter

© 2020 by Warwick Analytics