This presentation demonstrates how JMP was instrumental in creating significant improvements within a call center that was facing challenges in understanding customer issues and optimizing service delivery. By using JMP's intuitive tools, including variability analysis, ANOVA, and Graph Builder, the team was able to create call categories and subcategories to bring clarity to the customer experience.
Through straightforward text exploration and descriptive analysis, we uncovered key patterns in customer inquiries without resorting to complex statistical modeling. The focus was on identifying and targeting the largest sources of variability to implement changes in agent training and knowledge resources.
This presentation gives attendees practical insights into applying JMP for process optimization in customer service, demonstrating how to effectively visualize and communicate data-driven findings to improve key performance indicators. We also share practical tips for using JMP's text analytics capabilities to glean insights from customer interactions.
