The Planning, Analysis & Insight Group exists to share experiences and best practice across our region for the benefit of all. Previous topics covered include planning for exceptional circumstances and major events.
This Group has recently been set up for the North West on realisation of how much the business is changing in relation to understanding the needs and demands of clients. The reliance on KPIs has shifted to a requirement to understand more complex information such as customer behaviour. Our aim is to support strategic decision-making, through planning, reporting and analysis of customer trends and experiences. Being able to analyse and understand the customers needs allows us to more accurately forecast and plan any current or future contact centre functions.
I have over 10 years of Contact Centre, Operational Planning and MI experience across a variety of sectors, joining my current role at Towergate Insurance in 2018. I’m extremely keen on utilising and investing in new technologies which enhance our business, our employee wellbeing and our customer journey. I also enjoy the challenge and flexibility of trying new ideas that are often derived from front line staff with a view to increasing our level of employee engagement. This forum provides an open policy within which to share new ideas and practices that have both worked or not in order to raise the level of Planning within our region.