How Machine Learning is helping Call Centres improve the Customer Experience

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How Marketers are using Machine Learning to cross-sell and up-sell

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Principa’s Top 10 Data Analytics Blog posts for 2016

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The call centre world, unsurprisingly, ranks as one of the highest adopters of data analytics platforms year on year. This is largely due to the invaluable insights we gain through the analysis of thousands of calls received each day by the typical call centre.  With speed being of the essence in making the right decision …

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The call centre world, unsurprisingly, ranks as one of the highest adopters of data analytics platforms year on year. This is largely due to the invaluable insights we gain through the analysis of thousands of calls received each day by the typical call centre.  With speed being of the essence in making the right decision …

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McDonalds mastered the upsell with one simple question at the time of purchase: “You want fries with that?” A simple and relevant question at the right time that has likely generated millions of extra dollars in revenue through the years for the company. Ever since then, companies have tried to emulate their success by identifying …

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We take pride in our ability to predict – from the results of the 2015 Rugby World Cup and the 2016 Oscars to predicting profitable customers and customer churn. However, there is no denying that 2016 was a year full of shocking, unexpected events – from Brexit and the US election results to the acrimonious break-up …

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