Driving Performance through Insight
Good insight should lead to improvement. This can be through process improvement, defining strategy or changing behaviours. Changing behaviours can offer huge rewards, but it is one of the most difficult things to deliver and sustain and one of the easiest things to get wrong. In this workshop we will work through practical examples to see how, the data we choose to share and how we share it can make a huge difference.
Ian supports our members in both the Data, Analytics & Insight Forum and the Quality & Customer Experience Forum, as well as bringing his experience to our Speech and Text Analytics workshops.
Ian has worked in the customer contact centres for the past 15 years, starting out as a customer service advisor dealing with correspondence, inbound and outbound calls and emails. This provided him with the insight of customers and the frontline roles that has been the foundation for his subsequent roles. Ian then worked as a quality coach with onshore advisors as well as offshore outsourcers. Over time this gradually migrated to a more analytical role, drawing insight from NPS surveys and comments, then using this to help shape the quality framework. For the last 5 years Ian has been working with Speech and Text Analytics, using this to provide valuable insight into the customer experience and journey, and also improved feedback and coaching. Ian was part of the team at British Gas that won an innovation award in 2011 for using Speech Analytics to drive sustained behavioural change.