Are You Forecasting for Weather? Our client is one of the largest energy retailers in North America and due to the products they offer, changes in weather significantly impact their customers. 2017 was projected to be one of the hottest summers in 5 years and our client’s call volume trends showed a spike in consumer behavior during hot weather. Knowing their contact center operations depends greatly on call volume forecasting, they needed to get it right. However, their forecasting model wasn’t [...]
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So far Elisabeth Marrone has created 31 blog entries.
What Challenges Are You Facing as You Automate Processes? Our client decided to go digital. They saw how automaton was drastically shifting their industry and wanted their contact centers to reap the benefits with two goals in mind: Reduce operating expenses Engage customers with their preferred self-service options To achieve their goal, they deployed an automated IVA. As calls were redirected, critical performance areas became negatively impacted which included: AHT Service Levels Looking at the chart below, you can see how the IVA transition left only the complex [...]