Making Sense of Data to Drive Change

Learning Level: Specialist

Format: Half-Day (3hr)

Delivery: Virtual

Data is everywhere in the contact centre, but insight is often missing. This course helps you turn information into meaningful action, giving you the confidence to identify opportunities, influence decisions and drive positive change.

There’s no shortage of data in the contact centre. The challenge is knowing what matters, understanding what it’s telling you and using it to improve outcomes. Too often, reports are produced, shared and forgotten without leading to meaningful action.

This practical course helps you move beyond metrics and focus on the insights that create impact. You’ll learn how to interpret performance information, identify patterns and trends, and uncover the stories hidden within the numbers. Rather than simply reporting what has happened, you’ll develop the skills to understand why it happened and what should happen next.

You’ll explore how to connect operational data with customer experience, employee engagement and business objectives. The course also builds your confidence in presenting findings clearly, helping others understand the implications and creating compelling stories that inspire action.

Designed for anyone involved in analysing, reporting or using performance data, the course provides a practical, hands-on learning experience with real-world contact centre applications. You’ll leave with a framework for making informed decisions, influencing stakeholders and creating sustainable improvements through evidence-based action.

Course content

Data with purpose Understand which measures matter and how they support business objectives.

Finding meaningful insights Move beyond metrics to uncover performance drivers and improvement opportunities.

Understanding trends Analyse patterns and variations to identify emerging issues and successes.

Root cause thinking Explore techniques that reveal what’s influencing performance outcomes.

Connecting the data Link customer, people and operational measures for richer understanding.

Storytelling with data Transform analysis into compelling stories that influence stakeholder decisions.

Prioritising action Evaluate insights and focus effort where it creates greatest impact.

Driving change Use evidence-based recommendations to support sustainable improvement initiatives.

Measuring success Track outcomes and assess the effectiveness of implemented changes.

Creating accountability Build data-led approaches that support a culture of accountability.

Learning outcomes

Interpret performance data to identify opportunities, risks and meaningful areas for improvement.

Distinguish between metrics and insights to support stronger business decision making.

Analyse trends and patterns to understand performance drivers and operational challenges.

Present complex information clearly through compelling stories that influence organisational action.

Connect customer, people and operational measures to wider business objectives.

Use data confidently to recommend, prioritise and support sustainable change initiatives.

Apply practical analysis techniques that transform information into measurable performance improvements.

Enquire here

Who should attend?

Contact centre professionals responsible for improving performance through evidence-based decisions.

What will you learn?

Turn data into actions that deliver measurable improvement.

How much is it?

£375 +VAT, Members receive a 20% discount

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings

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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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Contact Us

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
CCMA LinkedIn

Reg No: 5799326