CCW Europe – October 2024
Come and visit EdgeTier in Amsterdam at the future of customer engagement event! In October 2024, the Customer Contact Week Europe
Showing the Boardroom the Strategic Value of Your Contact Centre
Talking to customers every day, gathering data and making sense of that insight is becoming commonplace in many contact centres around the UK. Using those insights to make business change is an opportunity to really demonstrate the value that the contact centre holds in an organisation. The question is, where are you on that maturity…
Talking to customers every day, gathering data and making sense of that insight is becoming commonplace in many contact centres around the UK. Using those insights to make business change is an opportunity to really demonstrate the value that the contact centre holds in an organisation.
The question is, where are you on that maturity curve? Are you gathering the right data and how comprehensive are these insights? Do you manually analyse the data or are you using powerful MI tools to identify issues? How well are you using the insights to improve contact centre performance? And are you sharing those insights to make real change beyond the contact centre, and seeing the impact on the operation?
Join Leigh Hopwood, CEO of the CCMA, as she continues the conversation into the power of the strategic value of the contact centre. She’ll be discussing
- How mature the contact centre is in accessing and analysing the data available.
- How to become the insights engine and detect issues quickly.
- The importance of using data to give you a seat at the decision-making table.
Laden with advice drawn from experiences, you’ll hear how to shift mentality both within and beyond the contact centre and why AI is a catalyst for enabling this change.
Register for this online seminar for ideas and inspiration to help you demonstrate the value of your contact centre.
Panelists
- Hosted by Leigh Hopwood, CEO at CCMA
- Bart Lehane, CEO and Founder, Edgetier
Structure
12:00 Welcome from Leigh and introduction to panel
12:05 Panel debate with polls covering the maturity curve
12:55 Final advice from the panel and close
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New Website Launch
EdgeTier Unveils New Website – A Bold Leap Forward in AI-Driven Customer Service Solutions EdgeTier, the AI-powered customer service platform
Customer-Focused Leaders Trust EdgeTier
Deborah Guivisdalsky
COO
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
Vladimir Greavu
BBG Director of Customer Service
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
Afroditi Pina
Director of Customer Service
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
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