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Presented by:

Charlie Snedden

Charlie Snedden

Calabrio Head of Solutions Consulting Click to
Steve Hurst

Steve Hurst

Engage Business Media Editorial Director Click to
25th July 2018

25th July

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


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