Learn how to influence data driven decision making for the future needs of your contact centre. While it is clear that data can provide evidence for strategic decision making and increase the development of the workforce, many organisations are still challenged with its processes.
Drawing on the reasons behind data analysis and how to effectively collect it, this interactive workshop will take you through a detailed, step-by-step roadmap for leveraging metrics and analytics to help enrich your future workforce.
What will the workshop cover?
Workforce Planning and Data Insights managers will learn way to implement a strategic plan through the use of data insights and analytics. From there attendees will develop the right strategy to get your workforce ready for the future.
James Moore, the Head of Workforce Planning at Sportsbet, will facilitate this workshop. Working closely with the contact centre, James manages a team of data and change managers to implement this strategic initative.
Collaborating with contact centres on the right measures and metrics to service customers
Understanding the tactical side of workforce planning: Determine the type of content you want to be analysed and how this can benefit your customer
Moving away from a siloed team mentality and collaborating with your existing stakeholders
Check out the incredible speaker line-up to see who will be joining James.
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