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Watch: Bringing the Power of Data and Analytics to the Front Line

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Every contact centre captures a vast amount of data and connects to other data repositories across an organisation. Harnessing the power of this data can deliver transformational benefits to the advisors on the front line, benefitting both CX and EX. Front line roles and responsibilities will evolve and expand, blurring the line between traditional ‘care’ and ‘sales’ functions as front line colleagues will be better equipped to meet a wider variety of customer needs.

In this online seminar, Stephen Yap, CCMA Research Director, reveals how leading contact centres are using data and analytics to redefine their front lines, and improve operational efficiency and revenue generation.

Watch as Stephen leads an interactive debate with a panel of industry leaders including, Chantal Mitchell, Customer Experience Manager at VIVID, Peter Tubb, Head of Global Trading Services at IG Group, Luke Ollerhead, Senior Insight Manager at The Very Group and Rob Allman, Senior Vice President EMEA at TTEC Digital.

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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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