Why contact centre analytics is key to identifying opportunities for growth
While businesses understand the need to change to stay at the top of their game, the reality of implementing change remains one of the greatest challenges.
In this session, Head of Solutions Engineering for EMEA at Calabrio, Charlie Snedden will reveal research undertaken by Calabrio with over 1,000 C-Suite executives in the U.S. and U.K. The Customer Data Too Often Overlooked by the C-suite: Why Contact Centre Analytics is Key to Identifying Opportunities for Growth uncovered that, overall, companies are relying on limited data points and are struggling to gain a holistic view of their customers. You’ll learn what factors executives say compel change in their organisations and the data sources they are relying on to inform their decisions.
Join us to hear:
- What C-suite executives report as the key drivers of change for their organisation
- Why executives recognise the need for better data analytics, but consult only a few sources
- How businesses can better tap into the reliable, unbiased voice of the customer (VoC) data collected by their contact centre
You’ll also learn the five steps that your organisation can take to transform your contact centre into a key source of customer insights and a driver of business change
Charlie Snedden leads Sales Engineering in EMEA for Calabrio. Charlie joined Calabrio in 2015, bringing 20 years of contact centre experience and extensive knowledge of workforce management, quality management and analytics. He oversees pre-sales engagements to help customer contact organisations define their planning and quality strategies to deliver great service and customer experience.
Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.