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Webinar Replay: 5 Things you NEED to be Analysing in your Contact Centre

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There is so much customer and advisor insight available to us in the contact centre, but most of us stick to analysing the conventional metrics.

Sure, we can benchmark customer satisfaction, dig-into attrition rates and track repeat calls - these all have their merits. But, what else should we be looking at?

In this webinar, we explored those areas of our contact centre's performance that are too often underappreciated and highlight why you need to start analysing them.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Duncan White, horizon2
Duncan White's slides on 5 things to analyse in your contact centre Click here to view the slides
  • Ben Fuggles, NICE Nexidia
Ben Fuggles slides on 5 things to analyse in your contact centre Click here to view the slides

Webinar Timeline

0:15: Introductions – Jonty Pearce, Call Centre Helper
4:45: Duncan White, horizon2 Presentation
11:15: Poll with results from the audience. Asking "What Percentage of Your Customers Contact You Every Month?"
24:01: Poll with results from the audience. Asking "Which Channel Gives the Best Customer Satisfaction?"
29:02: Take-aways from Duncan's presentation
23:38: Quiz
33:40: Top Tips, Opinions and Questions from the audience
38:40: Ben Fuggles, NICE Nexidia Presentation
48:34: Poll with results from the audience. Asking "When did you Last Map Your Customer Journeys?"
54:12: Take-aways from Ben's presentation
54:29: Top Tips, Opinions and Questions from the audience
58:55: Winning Tip

Duncan White - headshot
Duncan White
Ben Fuggles - headshot
Ben Fuggles
NICE Nexidia
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
Topics to be discussed
  • Where can you find great value in analysing performance?
  • How to turn your analysis into actionable insights
  • Improving contact centre reporting
  • Where you may be wasting time
  • Using specialist tools for additional insights
  • Top tips from the audience
  • "While journey tracking is a great way to isolate the best starting point for analytics. Don't let it distract your focus from the bigger picture. It's all too easy to focus on one small issue without looking wider" thanks to Alex12

Speaker Biographies

Duncan White | horizon2

An experienced and seasoned entrepreneur with a unique business skillset that combines commercial acumen, analytics and creativity with the ability to sell complex solutions and deliver growth for organisations.

Duncan has held board level positions in consultancy, FinTech and service delivery companies varying in size from startups to Fortune 500 companies and is an innovative, strategic thinker with excellent interpersonal and communication skills at CXO level. First class analytical, design and problem solving skills complement a proven ability to deliver against demanding targets and timescales.

Connect with Duncan on Social Media: Linkedin

Ben Fuggles | NICE Nexidia

Strategy, insight and business development professional with over 20 years experience in blue chip companies across a number of industries.

I am experienced in strategic planning, customer and competitor insight and in-depth analytics, with a constant focus on harnessing them to drive improved business performance. Delivering such projects involves regular engagement at CxO level and the management and development of talent in the business.

Connect with Ben on Social Media: Linkedin | Twitter