Webinar: Leveraging the Power of Omni Channel Analytics to Define Your Customer Channel Stratagy
In this recorded webinar 'Leveraging the Power of Omni-Channel Analytics to Define your Customer Channel Strategy', Lee Mostari of Ember and Dan Somers of Warwick Analytics explained how you can analyse your customer interactions across all customer touch-points, and use this insight to define and optimise your channel strategy. We also discussed the benefits of undertaking this piece of work with operational efficiencies and customer experience as two of the key drivers for building an omni-channel operating model.
Warwick Analytics AI Text Analytics for Contact Centers
Contact centers have increasing volume particularly from non-voice channels such as chat, email and social media. Warwick Analytics has a library of AI-powered classification models. It automatically and accurately tags all the feedback in near-real time using ‘concepts’, not keywords, to drive process automation, and early warning insight. Non-voice queries trigger certain actions either to the handling agent to speed them up, or some repetitive actions automated back to the customer. Where relevant, queries are prioritised and flagged to specialist agents. Automated tagging really helps to improve the efficiency of the contact center as well as the satisfaction of the customers. It can also spot ‘early warnings’ of trends and issues so that pre-emptive action can be taken to deflect tickets.