Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Business Intelligence (BI) in the Contact Center:

Jen EckertDirector, Consulting and Education

Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012

Using Data to Gain Insight

Megan CaauweAssociate Consultant, Business Intelligence

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Agenda

• What is Business Intelligence (BI)?• Options for Creating Dashboards and

Reporting– CIC– Microsoft

• Best Practices for BI• Call to Action

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

In-Session Question # 1

Do you have any formal Business Intelligence tools in use in your Contact Center today?

A. YesB. NoC. I’m not Sure

Results #1

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Business Intelligence: Defined

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Business Intelligence

Data Mining Online Analytical Processing

Querying Reporting

Business Intelligence Software

Applications

Definition

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Business Intelligence

Routine Information

Delivery

• Reports• Dashboards

Supporting Decision Making

• Ad-Hoc Query

• Analysis

Two Main Functions

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Business Intelligence

Improve Decision Making

Optimize Business Process

Identify New Opportunitie

s

Quantify the value of

relationships

Why Use BI?

Potential for Significant ROI!!!

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Business Intelligence: Applications

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Customer Interaction Center (CIC)

• IC Business Manager

• Interaction Reporter

• Historical Reports• RoboReports• iSurvey

Routine Information Delivery

• Interaction Report Assistant

• Interaction Analyzer

Supporting Decision

Making

Business Intelligence Applications

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Customer Interaction Center (CIC)Business Intelligence – Interaction Report Assistant

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Customer Interaction Center (CIC)Business Intelligence – Interaction Analyzer

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Customer Interaction Center (CIC)Business Intelligence – Interaction Analyzer

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Customer Interaction Center (CIC)Business Intelligence – Interaction Analyzer

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Microsoft

• SQL Reporting Services (SSRS) and Report Subscriptions

• SharePoint Lists• SharePoint

Dashboards

Routine Information Delivery

• SQL Analysis Services (SSAS)

• Excel PowerPivot

• SharePoint Power View

Supporting Decision

Making

Business Intelligence Applications

“Empower end users with self-service analysis and interactive data visualization …… while IT manages and protects data without hampering creativity”

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Microsoft

DashboardsScorecardsChartsStatus and BCS ListsExcel ServicesVisio ServicesPower View

Using SharePoint for Business Intelligence

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

MicrosoftBusiness Intelligence Samples – SSRS

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

MicrosoftBusiness Intelligence Samples – SSRS in SharePoint

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

MicrosoftBusiness Intelligence Samples – Power View

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

MicrosoftBusiness Intelligence Samples – Power View

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

In-Session Question # 2

What types of data sets would you be most interested in analyzing with Business Intelligence applications?

A. Individual Agent PerformanceB. Queue PerformanceC. Overall Contact Center PerformanceD. A,B and CE. None of the Above

Results #2

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Business Intelligence: Best Practices

Dashboards are only as valuable as they are able to deliver—clearly, accurately, and efficiently—the important information that people must monitor to do their jobs.

- Stephen Few, Business Intelligence Industry Expert

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Best Practices

Know your target audience and design with them in mind.

Keep any dashboards to a single web page that is viewable in a single screen

Place the most important data in the upper left, least important data in the lower right.

Keep it simple and functional!

For BI Application Design

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Best Practices

Consolidate data from multiple sources to provide a comprehensive view of the customer experience.

Provide comparisons – raw data is not as memorable or impactful as understanding how the statistics compares to budget or previous performance.

The best applications provide only the necessary information. Don’t clutter the view with extraneous data points.

For Data

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Best Practices

All graphs, charts and infographics should be self-sufficient.

Other information should not be required to understand the data presented.

Provide the user with the opportunity to interact if possible. Use filters to allow the user to obtain the information that is valuable to them.

For Usability

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Business Intelligence:Call to Action

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

In-Session Question # 3

What audiences would you be most interested in serving with Business Intelligence applications?

A. Contact Center Management Team (Team Leads, Supervisors, Managers, etc…)

B. C-Level Team within My CompanyC. External Partners (Clients, Suppliers, etc…)

Results #3

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Call to Action

Portals(MS

SharePoint)

Intellectual Property(Notification, Elle, Video Kiosk, Interaction Portal etc.)

Infrastructure(MS, WAN Op, SAN, DC, Gateway, etc.)

ContactCenter

(ININ)

Unified Comm.(MS Lync)

CRM(MS Dynamics

CRM)

Application Development

Integration Customization

Stra

tegi

c Co

nsul

ting

Professional Services

Contact Center

Consulting

Business Intelligence Consulting

SharePoint Consulting

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Questions?

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

Thank you!

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012