Showing the Boardroom the Strategic Value of Your Contact Centre

Talking to customers every day, gathering data and making sense of that insight is becoming commonplace in many contact centres around the UK. Using those insights to make business change is an opportunity to really demonstrate the value that the contact centre holds in an organisation.

The question is, where are you on that maturity curve? Are you gathering the right data and how comprehensive are these insights? Do you manually analyse the data or are you using powerful MI tools to identify issues? How well are you using the insights to improve contact centre performance? And are you sharing those insights to make real change beyond the contact centre, and seeing the impact on the operation?

Join Leigh Hopwood, CEO of the CCMA, as she continues the conversation into the power of the strategic value of the contact centre. She’ll be discussing:

How mature the contact centre is in accessing and analysing the data available.
How to become the insights engine and detect issues quickly.
The importance of using data to give you a seat at the decision-making table.

Laden with advice drawn from experiences, you’ll hear how to shift mentality both within and beyond the contact centre and why AI is a catalyst for enabling this change. Hear from a panel of industry leaders including, Tracy Kellaway, Executive Director – Global Consumer Care Operations at The Estée Lauder Companies, Quentin Bottner, Head of Continuous Service Improvement at TUI, Amy Elliott, Salesforce and Digital Services Manager at Simplyhealth and Bart Lehane, CEO and Founder at EdgeTier.

About the Speaker

Quentin Bottner, Head of Continuous Service Improvement, TUI

Quentin is a professional dedicated to enhancing customer experiences. Currently leading continuous service improvement at TUI, with a background in strategic project management and aviation.

Improving holiday experiences is on us. Believer in our staff feedback, paired with data analysis. On our way to reduce contacts, improve staff experience and customer satisfaction all at the same time. Ex- TUI graduate. Rugby player. Dog lover. French.

Bart Lehane, Ph.D, Chief Customer Officer & Co-Founder, EdgeTier

With decades of experience in building and delivering advanced technology, Bart has held roles in applied research, software development, and product management across various industries. At EdgeTier, Bart is passionate about working directly with customers and simplifying complex technology to solve real-world problems. He is especially committed to empowering contact centres and customer service teams, helping them secure a seat at the decision-making table by using customer insights to drive change that extends beyond the contact centre and into the boardroom.

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Where and when?

Date: Thu 5 Dec 2024

Time: 12:00 – 13:00

Location: Online

Who is it for?

Contact centre professionals looking to demonstrate the value of their contact centre operation. Open to all members and non-members.

Why should you go?

Get ideas and inspiration to help you demonstrate the value of your contact centre.

How much is it?

Free to attend.