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The growth in the availability of data, and in organisations’ ability to interpret and create value from it, is one of the major challenges, and opportunities, faced in modern business.

Webhelp have been working in partnership with the Contact Centre Management Association (CCMA) to look at this, to better understand the world of data and how it can positively impact upon the customer and operational experience.

The result of this partnership is the publication of our report that looks at some of the ways in which data is changing the game for contact centres. We provide examples of the value created, as well as strategies for building capability. We also highlight the main challenges to be overcome.

The report features insights from a series of contact centre leaders from various sectors, all of whom have successfully deployed innovative and successful data strategies into their operations.  The list of contributors includes, amongst others, Anita Yandell-Jones, Director of Service and Operations at Ecotricity, Nick Williams, Gousto’s Director of Customer Care and Joseph Vassie, Head of Insights and Analytics from ASOS.

The report also features a foreword from Chris Bryson, Managing Director of Global Analytics at Gobeyond Partners, part of the Webhelp group, alongside Chris’s six ways in which data is changing the game for contact centres

To download the report on the six ways in which data is changing the game for contact centres please click the link. https://www.ccma.org.uk/contact-centre-data-a-business-game-changer/