CSS Corp’s Early Warning System (EWS) helps organizations to analyse interactions with their customers across channels. This helps organisations to identify issues and categorise them based on the severity of impact it would have on their business. The early warning system aims to reduce the time between issue detection and resolution by sounding a warning even before it becomes critical.
Setting up a framework or adapting the client’s framework to diagnose different issues that may crop up and identify the corresponding resolution times
Based on historical diagnostics EWS will predict the resolution time. This will also predict agent’s future performance and customer needs based on past resolutions provided
Automate issue assignment to agents based on historical performance and capabilities to solve any issue. Select issues based on similar case resolution, resolution efficiency and product category