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 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.

Quentin Bottner is a professional dedicated to enhancing customer experiences. Currently leading continuous service improvement at TUI, with a background in strategic project management and aviation. 

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

• Leigh Hopwood, CEO of the CCMA (host)
• Quentin Bottner, Head of Continuous Service Improvement, TUI
• Tracy Kellaway, Executive Director – Global Customer Care Operations, Estée Lauder
• Amy Elliot, Digital Service Manager, Simplyhealth
• Bart Lehane, COO 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