Concentrix applied advanced analytics to uncover the root causes of long contacts and identify opportunities to improve efficiency across the service ecosystem. Through a series of targeted analytical workstreams, the team evaluated interaction data, advisor behaviors, customer journeys, and knowledge management processes to pinpoint the areas generating the highest operational impact.

The analysis identified 46 opportunities to enhance knowledge base content, enabling advisors to access more accurate and actionable guidance when resolving customer inquiries. In parallel, Concentrix uncovered 30 improvements across web and mobile self-service journeys, helping travelers complete common tasks independently and reducing the need for assisted support.

The team also prioritized volume deflection opportunities through virtual assistants and self-service capabilities, creating a roadmap to shift eligible interactions away from advisor-assisted channels. Together, these insights provided the client with a scalable strategy to improve service efficiency, reduce unnecessary contact duration, and optimize operating costs.