Using Data to Drive Operational Efficiency and Best Practice

Leverage data to support evidence-based decision making


What client questions will it answer?

  • How can I be more confident my strategies and decisions are right?

  • How can I use and understand the data available to me?


Who will benefit from it?

  • Contact centre managers

  • Channel managers

  • Contact centre quality managers


What is the format?​

  • One-day workshop


This one-day practical workshop provides participants with techniques used by world best practice organisations to analyse contact centre data to drive operational efficiency and best practice.

Attendees will develop a comprehensive understanding of:

  • trend analysis

  • comparing data

  • using data to set performance metrics

  • understanding standard contact centre measures, including Average Handling Time, Grade of Service, Abandonment Rates, Occupancy and Utilisation.


As a result of this course, attendees will be equipped with new skills in practical data analytics and the ability to drive improvement within an organisation.

Want to develop your staff and shift your organisation from good to great CX? Isabella and her team can help you achieve all this and more.

Level 14, 330 Collins Street

Melbourne, VIC, 3000


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