Contact centres
In the target-driven world of call centres, there’s constant pressure to increase customer satisfaction and productivity while reducing costs. Predictive simulation helps you boost efficiencies, streamline resources and optimise service levels.
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Predictive simulation creates dynamic models of your processes to improve productivity and maximise profitability.
The biggest challenge facing contact centres? Finding the optimal balance between resource and performance to achieve targets while minimising costs.
By creating virtual models of operations, Twinn Witness predictive simulation software enables you to test multiple ‘what-if’ scenarios – comparing resource configurations with costs and service levels, for example. As a result, you get insight to determine the best strategy to maximise operational efficiency while boosting customer satisfaction.
Boost customer satisfaction
De-risk decision making
Impress stakeholders
Meet targets
What’s the best way to manage peaks in call volumes? How do you structure shifts to ensure customers aren’t kept waiting? What role should technology and AI perform in the future of your contact centre – and how do you best integrate it? And how can you reduce your overtime spend while maintaining service levels?
User-friendly, flexible and powerful, Twinn Witness predictive simulation software uses virtual models of your call centre operations, processes and shift structures to help you optimise productivity and profitability.
Balance resource and performance
Finding the right balance between staffing, response times, operating costs and service levels is a constant battle for contact centres. Demand variations add further complexity to this conundrum – as does the emergence of AI as a powerful tool in the quest to boost outcomes.
By using predictive simulation to create a digital twin of your operations and processes, you can test multiple ‘what-if’ scenarios – emcompassing shifts in demand and the impact of chatbots and conversational AI – in the virtual world. Providing detailed insights that deliver clarity and confidence, Twinn Witness helps you optimise resources and performance to meet your real-world targets.
Boost customer satisfaction
Customer satisfaction levels depend on a multitude of factors – from queuing times to first-time resolution rates.
Predictive simulation doesn’t just enable you to reduce abandonment levels and response times. With its ability to incorporate the inherent variability in call centre demands, it gives you accurate information about the number of staff required to achieve target service levels. Plus, it demonstrates ways in which AI can support and enhance the service you deliver.
Achieve stakeholder buy-in
Need to prove to stakeholders that proposed changes to staffing levels, training programmes or automation systems will achieve the required outcomes? Want to demonstrate the benefits of additional investments in conversational AI or chatbots?
Predictive simulation lets you to experiment with factors including line splits and advisor assignment, testing a variety of scenarios to find the best solutions. And with dynamic charts and reports – plus the ability to switch between 2D, 3D and abstract visualisation – Twinn Witness maximises impact for stakeholders. The result: de-risked decision making regarding operational and strategic improvements.
Partner with Twinn
From financial services leaders to telecommunications giants, successful contact centres around the globe partner with Twinn.
Maximise value with tailored support from our expert consultants – whether it’s help with building models or our end-to-end service, we’ll work with you to optimise results.
Impact Story
Simulation helps us realise strategic objectives – while ensuring efficiency and meeting targets. We now test all new processes before implementation, so simulation is part of our everyday life at H3G.
Twinn Witness Simulation Software
