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Using Data Effectively in Contact Centres to: Identify Next Best Action, Reduce Churn, Increase First Call Resolution and Improve KPIs


23rd November 2021


United Kingdom - GMT
12:00 - 13:30 - GMT


Rela8 Group Technology Leaders Club

Customer experience is the new battleground in driving customer loyalty and is a key channel for any brand. When we consider that the contact centre is one of the most frequently used channels for direct customer interactions, it makes sense that data should be connected and available in real time for our agents and centres to use.

We look at ways in which you can effectively impact your contact centre KPI’s and look at real world examples of how business can;

• Increase first call resolution targets and lower time per call

• Use other data sources to understand more about the customer and use this to reduce churn

• Review the benefits of using multiple data sources to create a next best action programme to drive KPI’s

Join us as we walk through real examples that will inspire you.

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