Andrew Moorhouse

Member Since: 9th Feb 2021
Conversation Scientist | Management Consultant | MBA Lecturer | Founder of an advanced analytics firm using AI to eke out human performance gains.
My deep area of expertise is the codification of human behaviour. I deliver high-impact people analytics; and am driven to determine what top performers do differently.
Operating at the intersection of conversation science; voice analytics; and performance optimization; my firm brings actionable insights that deliver better business outcomes.
CEO & Founder ALITICAL
11th Jul 2022
What I learned about customer contact strategy from reading 10,000 service webchats
Choose your channels wisely… In the summer of 2017, to much fanfare, a £16bn UK media giant introduced a new customer contact strategy; one...
Channels
11th Feb 2021
The dangers of being dazzled by dashboards
Four years ago, one of the UK’s largest retailers rolled out a new way of measuring performance for its 1,400 contact centre agents. A...
Contact centres