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Mark Lincoln at Aviva

Published on 10 April 2024

Mark Lincoln at Aviva

2024 Planning Awards

Mark aligned working patterns with demand which led to improved service quality and a 9% increase in queries handled and he was able to recognise nuances between voice and chat scheduling to optimise agent efficiency. By leveraging both experiential knowledge and analytical tools Mark advocates for a blend of instinct and data-driven insights, with an emphasis on the importance of historical data for forecasting.
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Categories: Library, Planning & Resourcing, Digital & Omni-Channel, Awards Case Studies

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