As organisations seek to harness the power of data to improve operational performance and customer experience, the contact centre is growing in prominence thanks to the volume and breadth of information it’s able to access. 

Data collected in the contact centre not only drives operational performance but powers decision-making elsewhere in the organisation, thereby elevating the contact centre from an operational function to a strategic game-changer. 

So, how well are organisations using their data to drive customer contact strategies, to support their operational decision making and to engage other leaders in the business? 


Webhelp have collaborated with the Contact Centre Management Association (CCMA) to explore the use of contact centre data; taking an in-depth look   at how far contact centres are on their journey to harnessing data, the challenges that need to be overcome and how the data is used to drive both operational and strategic business performance, and much more. 

In the online seminar, the CCMA will be talking to some of those that participated in the research and debate the outcomes with the Managing Director of Global Analytics at Webhelp, Chis Bryson. It’s an opportunity to hear great insights whilst getting some practical advice and giving the change to ask questions.  


About the Speakers

 

Anita Yandell-Jones, Director of Service and Operations at Ecotricity  

With over 25 years’ experience in Operations and Customer Service in the Utility, Healthcare and Financial Service Sectors, Anita inspires her people to put the customer at the heart of their role.   She’s passionate about using intelligent data to drive the right outcomes in processes, people and systems resulting in efficient operations, first contact resolution and a culture where people thrive. 

Chris Bryson, Managing Director of Global Analytics at Webhelp 

As Managing Director of Global Analytics at GoBeyond Partners, part of the Webhelp group, Chris helps organisations make sense of their data, and use it to design, improve and transform their customer experiences. His career over the last 20 years includes senior roles in Financial Services and BPO, leading teams and deploying data and analytics solutions across Sales, Marketing, Operations, HR and Risk – in B2C and B2B. 

Scott Logie, Customer Engagement Director, REaD Group and Chair of the Customer Engagement Committee for the Data and Marketing Association  

A statistician by training, Scott has worked in marketing data for over 30 years and is now a Director of the UK’s most trusted data and insight business, REaD Group. As well as his day job a REaD, Scott is an ex-chair of the Data and Marketing Association (DMA) and chars their Customer Engagement Committee. In his spare time, he likes nothing better than long runs on the trails in the Lake District. 


Where and when? 

Date: Thu 24th Feb 2022 

Time: 12:00 pm – 1:00 pm 

Location: Online 


If this appeals to you and sounds like an interesting topic then click here for more information and to book your place on the online seminar.