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 ore 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. 

  • Team leaders.

  • 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:

  • Trend analysis. 

  • Using data to set performance metrics. 

  • Comparing data. 

  • 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.