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 ore 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.
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Team leaders.
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Operational mangers.
Format and Topics
this one-day 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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Using data to set performance metrics.
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Comparing data.
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Understanding standard contact centre measures.
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.