A leading FTSE 100 Insurance provider implemented an advanced contact center solution combining Google Contact Center AI (CCAI), Natural Language Processing (NLP), and Twilio cloud telephony. The infrastructure supported 200,000 monthly calls across 3,000 agents through omnichannel communication platforms.

Despite investments in AI and cloud technology, complex business processes and diverse customer journeys impacted customer satisfaction (CSAT) scores. The organisation sought our expertise to develop a data-driven framework that would transform contact center analytics into actionable insights for strategic decision-making and enhance customer experience.

EIS ran targeted workshops for the business and technology teams to establish clear data governance frameworks and definitions. After analysing the company's business strategy and consulting with the data analytics team on their existing infrastructure, we developed a specialised data strategy for contact center operations.

Our solution encompassed aligning customer contact data strategy with the broader business and data objectives, establishing the department's data vision, and defining the role of data assets and analytics in upcoming initiatives.

We built a practical data strategy for customer contact operations that drove measurable business results. Working closely with key stakeholders, we assessed current gaps and developed clear action plans across essential areas. Our framework mapped out why data-guided operations matter, how they align with executive strategy, and what vision would guide future growth.

We designed actionable blueprints for team structure and technology infrastructure, creating a clear pathway to data-guided operations. The strategy detailed specific skills needed for each initiative, identified key data assets for immediate impact, and outlined concrete steps for implementation.