Ep. 7: How to Use Your Contact Center’s Data to Make Better Business Decisions (with Ric Kosiba)
Play • 35 min

The best decisions are guided by data. Execs need data to manage risk, predict future business patterns, and make the best possible investment decisions to grow their organizations. But so much data is floating around your contact center, how do your leaders know what's helpful and what's not? And how do you validate your data to help you forecast future business needs?

Today, Sharpen’s Chief Data Scientist Ric Kosiba explains how contact center leaders can simplify their data to make it relatable to decision-makers outside the contact center. He shares what execs like you want from your contact center data, so you can guide your contact center leaders to improve their reporting.

When contact center leaders focus on sharing value, you get deeper insight from your customer service reports. And then you can make better business decisions based on all that insight.

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