Philippines' #1 Regional Customer Contact Event
March 10 - 13, 2026
| Philippines
Post-Conference Day
CCW Philippines 2026: Post Conference Day, Friday 13 March 2026
Making Data Work: Turning Contact Centre Metrics Into Action, Improvement & Influence
10:30 am - 10:40 am
Welcome & Housekeeping Address
10:40 am - 11:20 am
Translating Contact Centre Data Into Business Influence
Aleksei Shuravin -
Head of Customer Service,
Salmon Group
- Identifying the most compelling metrics and insights for cross-functional leaders
- Linking service data to business outcomes like churn, loyalty and sales
- Telling the story behind the numbers - and getting buy-in from senior stakeholders
- Using insight to elevate the contact centre’s strategic value
11:20 am - 12:00 pm
Combining Operational, Experience and Agent Data for Better Decisions
- Mapping out your key data sources across service and workforce performance
- Avoiding data silos: enabling visibility across teams and systems
- Using blended insight to diagnose issues faster and prevent escalations
- Building dashboards that drive action - not just reporting
12:00 pm - 1:00 pm
Lunch & Networking Break
1:00 pm - 1:40 pm
Establishing a Culture of Data-Driven Decision Making
- Moving from instinct- or KPI-only decisions to insight-led management
- Coaching leaders and supervisors to use data in everyday decision making
- Creating feedback loops that connect analysis to frontline behaviour change
- Recognising and rewarding data-informed innovation at every level
1:40 pm - 2:20 pm
Improving Forecasting and Planning with Historical and Real-Time Data
- Using data to better predict volume, behaviour and resource needs
- Leveraging past patterns to optimise scheduling and service levels
- Integrating real-time insight into WFM and operational response
- Preparing for peaks and anomalies with confidence, not guesswork
