MOJO-CX© by The Modular Analytics Company

PARTNERSHIP ANNOUNCEMENT! 📣 We're delighted to announce our new partnership with Natilik. They're a technology solutions provider with decades of experience in contact centre infrastructure, technologies and transformation. Together, we're providing AI-driven engagement solutions to transform clients' customer and agent experiences. Watch this space for the announcement of our first joint opportunity later this month. Ready to unlock more value from your contact centre? Get in touch with Sam Phin or Jimmy Hosang to learn more!

“Why do you need Salesforce?” Klarna’s CEO, Sebastian Siemiatkowski, has just announced that it’s cancelling its Salesforce and Workday subscriptions. Here’s me in May 2023 with Garry Gormley saying “Why do you need CRM? Why do you need Salesforce?” When I say CCaaS, CRM, WFM are about to become extinct, I mean it… “That’s how far the paradigm is going to shift”. We’re now moving…

Over 95% of UK dialect coverage, Over 95% accuracy rate in tests and 15 languages covered (with more coming soon). What's not to love? Transcribe large volumes of text faster than ever before for as little as 15p per hour. That's cheaper than a Freddo (thanks cost of living). Discover more and chat to a pro over at https://lnkd.in/eK56KmUs #ContactCentre #CustomerExperience #MOJOCX

No-strings-attached transcription. The same algorithm that powers our platform - now available to everyone for as low as 15p per transcribed hour. That's less than 1/3 of the rest of the market... Better yet, test after test puts us way ahead of Google's ASR and Amazon's Speech-To-Text at a whopping 93% accuracy. 🎯 Want to know how we do it? Chat to one of our solution gurus... Shoot us an email at sales@tmac.ai *Products compared in a controlled environment. Please contact us for full research. #transcription #transcriptionservices #ai #speechanalytics #MOJOCX

𝐃𝐢𝐬𝐜𝐨𝐯𝐞𝐫𝐢𝐧𝐠 𝐇𝐢𝐝𝐝𝐞𝐧 𝐈𝐧𝐬𝐢𝐠𝐡𝐭𝐬: 𝐌𝐎𝐉𝐎-𝐂𝐗'𝐬 𝐒𝐩𝐞𝐞𝐜𝐡 𝐀𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬 𝐌𝐚𝐠𝐢𝐜 𝐟𝐨𝐫 𝐚 𝐍𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐒𝐮𝐩𝐞𝐫𝐦𝐚𝐫𝐤𝐞𝐭 Picture a national supermarket, swimming in customer data and call recordings but clueless on how to analyze it all to better understand their clientele and the issues they face. Sounds like a job for MOJO-CX's conversation and speech analytics platform! In just four weeks, we took this supermarket from feeling overwhelmed to understanding 100% of their customer demand. We did it by conducting an upfront analysis of their data across existing channels, making immediate cost-reduction and revenue-maximising recommendations. All this while prepping the supermarket's contact center for our magical conversation analytics platform! Our MOJO-CX wizards created 47 contact driver categories and topic models to identify key themes in the data. We then unleashed our Speech Analytics software to review everything, test hypotheses, and establish an automated text analytics pipeline. The focus was on finding opportunities to enhance CX, allowing our client to reallocate contact center agents to seize these chances and ultimately polish their brand reputation. The results? A £20k investment led to over £150k of operational benefits and approximately £100k of benefits through automation and fulfilment improvements. That's a 12x ROI for the supermarket! With our help, the client discovered that 80% of contacts were negative, unnecessary, or non-value adding. We identified key issues, such as damaged goods, a subpar cancellation and refund process, and insufficient information on order status and product availability. A whopping 33% of contacts stemmed from damaged goods alone! By analysing customer sentiment and creating a data lake for previously unstructured data, we unlocked opportunities for operational cost reduction and automation. Isn't it time you hopped on the MOJO-CX train and turned your unstructured data into valuable insights? With our industry-leading four-week deployment and prices at just 20% of competitors', there's no better time than now. Reach out for a free demo and let's discuss how MOJO-CX can revolutionise your contact centre's efficiency and customer experience. __________ #MOJOCX  #BPO #ContactCentre #CustomerExperience #ContactCenter #CallCentre 

Revolutionising Metrics: MOJO-CX Aided a FTSE 100 Insurer in Boosting Agent Well-Being and Customer Experience Call centers have long faced issues like agent stress, anxiety, and mental health-related absences. Traditional metrics, such as average handling time (AHT), abandonment rate (AR), and net promoter score (NPS), often contribute to agent confusion and stress. A prominent FTSE 100 insurer confronted these challenges and sought MOJO-CX's assistance to enhance agent well-being and customer outcomes. MOJO-CX collaborated closely with the client to develop a new metric that better represented the customer experience while remaining easy to comprehend. These new metrics concentrated on the customer's experience of contacting the brand and provided targeted areas for coaching improvement. Metrics like AHT were reframed as "Talking to Your Customer," while others like AR were replaced with "Being There for Your Customer" and "Contact Closure." Additionally, MOJO-CX designed a bespoke dynamic dashboard that adjusted its view based on the agent using it, ensuring both agent and manager focus on the relevant metrics to improve performance. Within 35 days, the insurer witnessed substantial improvements: 1) 17% reduction in attrition (2019 vs 2018), lowest since 2016 2) A decrease in AHT 3) Engagement score up 9% (related to time spent being coached) 4) Manager time spent coaching increased by 60% By redefining and reframing metrics, MOJO-CX helped the insurer alleviate agent stress and enhance both agent well-being and customer experience. __________ #MOJOCX #BPO #ContactCentre #CustomerExperience #ContactCenter #CallCentre 

One platform. Three modules. Endless potential. Introducing MOJO-CX© by TMAC. The only platform built to empower agents by putting them in the driving seat. The results... how long do you have? ✓ Improved CX and NPS ✓ Faster speed to competency ✓ Fewer missed revenue opportunities ✓ Lower customer attrition ✓ Fewer expensive fines ... the list goes on It's why we're trusted by the biggest brands to create memorable experiences. See how we do it over at ➡ https://www.tmac.ai

💥 It's back and better than ever. Data Services from MOJO-CX© is now widely available to the market. Less than HALF the cost of building a data team in-house, and TWICE as fast at hitting milestones - skip recruitment , staggered hiring and onboarding delays and use the same expert resources that we're loved for. Did somebody say no-brainer? Learn more over at https://lnkd.in/dJRk-cQh #Data #ContactCentre #CustomerExperience #DataAnalytics #MOJOCX * Claims accurate as of 01/02/23 via assessment of public salary data research. Get in touch if you'd like to see it.

📈 Data transformation just got a whole lot easier. Managed Data Services from MOJO-CX©. Individuals or entire data teams that work as an extension of your team. Vetted, trained and hired by us the benefits are endless... • 50% the cost compared to an internal team. • 2x the speed to deliver. • No recruitment fees. • IP ownership after 2 years. The list goes on and on. See how it works over at https://lnkd.in/dJRk-cQh #ContactCentre #CustomerExperience #MOJOCX #DataTransformation

Astonishing Results: MOJO-CX Boosts FTSE 250 Insurer's Revenue by £750k with NBA Model Overhaul 🚀 In today's data-driven world, companies must effectively use consumer data to create and protect customer value. Next best action (NBA) modelling is a popular approach to deliver personalised marketing based on customer behaviour. However, perfecting NBA can be tricky even for large organizations with substantial resources. A FTSE 250 insurer expanded their product portfolio and invested in an NBA algorithm to reduce customer churn and increase market share. After 16 months of collaboration with a big four consultancy firm, the insurer saw no clear indication of ROI. That's when MOJO-CX stepped up to identify the issue, find a solution, and build a top-quality alternative in no time. Over just 8 weeks, MOJO-CX focused on data processing and selection, rebuilt the model, optimised outcomes for maximum profit, established statistically robust control groups, and ensured proper training and deployment of the customer journey orchestration tool and marketing collateral. The outcome? A staggering £750k in incremental revenue for the insurer, with benefits continuing to be realised in subsequent years. By combining smart data modelling and machine learning with customised marketing, MOJO-CX showcased the value of perfecting NBA. __________ #MOJOCX #BPO #ContactCentre #CustomerExperience #ContactCenter #CallCentre