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.