Business Intelligence in the Contact Center
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Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012 Business Intelligence (BI) in the Contact Center: Jen Eckert Director, Consulting and Education Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapo Using Data to Gain Insight Megan Caauwe Associate Consultant, Business Intelligence
description
For many, Business Intelligence means painstakingly sifting through pages of reports or manually compiling data just to get a holistic view of your operation. If your organization has struggled with gaining insight into valuable information about your Contact Center, you won’t want to miss this breakout session! Join us as we discuss and demonstrate methods of creating self-service dashboards and reports which can provide intuitive access into the information you need for day-to-day operations.
Transcript of Business Intelligence in the Contact Center
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
