
Using Data to Drive Operational Efficiency and Best Practice
Leverage data to support evidence-based decision making
What client questions will it answer?
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How can I be more confident my strategies and decisions are right?
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How can I use and understand the data available to me?
Who will benefit from it?
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Contact centre managers
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Channel managers
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Contact centre quality managers
What is the format?
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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:
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trend analysis
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comparing data
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using data to set performance metrics
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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.