CCMA & EI Seminar - Data Analytics in the Contact Centre
Venue: Herbert Park Hotel, Dublin 4.
This afternoon workshop taking place from 2 p.m. till 5 p.m. will be led by Dr Julian Raabe, who leads McKinsey’s CX practice for EMEA. Julian has delivered customer-care transformations, advanced analytics implementations, and pioneered agile approaches to help clients optimise customer experience. He will be supported by Vinay Gupta from McKinsey Boston. A technical expert in data analytics, Vinay helps companies in the BPO, telecom, banking, and insurances sector enhance the data capability of their customer-facing networks and contact centre operations.
The session will cover where to start and how to develop the right foundations for impactful analytics, before drilling down into several client implementations and their real business impacts.
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