Business Intelligence in the Contact Center
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Business Intelligence in the Contact Center

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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 ...

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.

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  • Business intelligence, or BI, is an umbrella term that refers to a variety of software applications used to analyze an organization’s raw data. BI as a discipline is made up of several related activities, including data mining, online analytical processing, querying and reporting.Companies use BI to improve decision making, cut costs and identify new business opportunities. BI is more than just corporate reporting and more than a set of tools to coax data out of enterprise systems. CIOs use BI to identify inefficient business processes that are ripe for re-engineering.With today’s BI tools, business folks can jump in and start analyzing data themselves, rather than wait for IT to run complex reports. This democratization of information access helps users back up—with hard numbers—business decisions that would otherwise be based only on gut feelings and anecdotes.
  • A broad range of applications for BI has helped companies rack up impressive ROI figures. Business intelligence has been used to identify cost-cutting ideas, uncover business opportunities, roll ERP data into accessible reports, react quickly to retail demand and optimize prices.Besides making data accessible, BI software can give companies more leverage during negotiations by making it easier to quantify the value of relationships with suppliers and customers.Within the walls of the enterprise, there are plenty of opportunities to save money by optimizing business processes and focusing decisions. BI yields significant ROI when it sheds light on business bloopers. For example, employees of the city of Albuquerque used BI software to identify opportunities to cut cell phone usage, overtime and other operating expenses, saving the city $2 million during three years. Likewise, with the help of BI tools, Toyota realized it had been double-paying its shippers to the tune of $812,000 in 2000. Companies that use BI to uncover flawed business processes are in a much better position to successfully compete than companies that use BI merely to monitor what's happening
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  • Interactive Intelligence provides several BI tools within its Customer Interaction Center product, and these tools have become even more robust with the release of 4.0. Real time views of contact center performance previously found within Interaction Supervisor, are now housed in the IC Business Manager application, which is the “one-stop shop” for all contact center management needs, including Interaction Recorder and Interaction Optimizer. The standard reports you have used for many years, have been augmented with new reports within Interaction Reporter, which allows you greater flexibility into choosing the filters you desire for queue and agent performance, as well as quality assurance data. Avtex also provides a number of “add-on” products for CIC, including RoboReports which streamlines the generation and distribution of your routine reports, and iSurvey, which allows you to obtain feedback from your customers on their experience with your Contact Center.Interaction Report Assistant, released with CIC 3.0, allows you to generate basic ad-hoc reports, and get direct access to the CIC reporting database, without needing to have knowledge of queries and/or SQL/Oracle.New for 4.0, Interaction Analyzer, uses speech recognition, to spot key phrases spoken by your customers, and helps you quantify and improve the customer experience.
  • Interaction Report Assistant allows you to generate basic ad hoc reports from the CIC reporting database. You can identify only the data you wish to view. The easy-to-use Wizard interface, allows users without any prior database or query knowledge to generate ad hoc reports within minutes. These reports can also be exported to PDF for sharing, or Excel for additional data manipulation.
  • New with CIC 4.0, Interaction Analyzer provides a cost effective solution for real time speech analytics. As a part of the CIC architecture, Interaction Analyzer can be “turned on” by simply adding the licensing to your system. Once enabled, you can define the keywords and phrases you want to watch for, and Interaction Analyzer will provide notification within Interaction Supervisor views when these words or phrases are used during calls.
  • Within the Interaction Supervisor Workgroup Details and Agent Details views, you can view Interaction Analyzer data.
  • Interaction Analyzer can also be integrated with Interaction Recorder, to allow you to store the speech analytics with recordings for quick search and trending analysis.Interaction Analyzer will be discussed in more detail in the Using Speech IVR and Analytics to Serve your Customer session during Breakout Session 4 at 3:30PM.
  • Microsoft brings a combination of different mix-and-match Business Intelligence options to the table, across a series of common applications.Microsoft OfficeMicrosoft has been continuously improving the visual appeal and layout options in their core Office applications. Some of the most noteworthy improvements with regards to reporting capabilities have been within Microsoft Excel. The largest addition of features started in Office 2007, adding new Formatting options such as choosing table styling to improve navigation options on large sets of information, or Icon Sets, Data Bars, and Color Scales to help visually quantify your values. Since then, the capabilities have continued to grow as Microsoft introduced their new PowerPivot analysis tool in Office 2010. This trend continues into the upcoming release of Office 2013.SQL ServerIn addition to being known for storing application data, SQL server also offers features such as Reporting Services, Analysis Services, Integration Services, Master Data Services, and Data Quality Services to help companies improve the accessibility, quality and visibility of their information. If your company uses SQL to store your application databases, you probably already own some of these valuable tools.SharePointAs companies grow, there is usually an inevitable point where sharing an Excel workbook via email or file server becomes too limited, and begins to hamper collaboration amongst coworkers. This is usually where the SharePoint Server tools come into the picture. (next slide…)
  • One of the many benefits in SharePoint 2010 is how it can provide a full set of rich features to help everyone in your company, access, use and manage BI.PerformancePoint Services: Dashboards and ScorecardsPerformancePoint Services is a balanced reporting and analysis tool that helps your IT team create dynamic and highly interactive dashboards and scorecards.Chart Web PartsYour people can interact with data, slice and dice Key Performance Indicators (KPIs) and analytics, and create their own dashboards using Microsoft Excel or the Chart Web Parts.Status Indicator ListsStatus Indicator Lists now contain rich KPI details that highlight ownership, date stamps, and thresholds to provide insight into strategic initiatives and processes.Business Connectivity ServicesBusiness Connectivity Services (BCS) allows anyone to create SharePoint applications that bring external data into the Microsoft Office suite. This effectively extends the familiar user experience of Office and the powerful collaboration capabilities of SharePoint to business data and processes.Excel ServicesExcel Services in SharePoint 2010 makes it simple to consistently use, share, secure, and manage Microsoft Excel workbooks as interactive reports.Visio ServicesVisio Services in SharePoint 2010 provides the capability to render Microsoft Visio diagrams and charts within the browser. Plus, anyone can use an out-of-the-box Web Part to apply filtering criteria to a diagram and restrict what is rendered.Power ViewPower View enables quick and easy visualization of your data while allowing sharing and collaboration of business insights in a familiar SharePoint Server environment.
  • SSRS contains a lot of similar features to those you’re already familiar with from CIC’s reporting options, and also some additional options which CIC may not have:User-controlled parameters, sorting, and expand/collapse optionsExporting to PDF, TIFF, MS Excel, CSV, and MS WordPersonal SubscriptionsData-driven SubscriptionsUsing Mapping Polygons to visualize geographic data
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  • Analyze how executives make decisions. Consider what information executives need in order to facilitate quick, accurate decisions. Pay attention to data quality. Devise performance metrics that are most relevant to the business. Provide the context that influences performance metrics.
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  • This slide should be used to tell the comprehensive story about Avtex. Focus on breadth and depth during this slide. Avtex provides virtually every capability to enable a company to improve their customer experience by optimizing interactions through technology
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Business Intelligence in the Contact Center Business Intelligence in the Contact Center Presentation Transcript

  • Business Intelligence (BI) in the Contact Center: Using Data to Gain Insight Megan Caauwe Jen Eckert Associate Consultant, Business Intelligence Director, Consulting and EducationAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt 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 ActionAvtex 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. Yes B. No C. I’m not SureResults #1 Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • Business Intelligence: DefinedAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Business IntelligenceDefinition Online Analytical Data Mining Processing Business Intelligence Software Applications Querying ReportingAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Business IntelligenceTwo Main Functions Routine • Reports Information Delivery • Dashboards Supporting • Ad-Hoc Decision Query Making • AnalysisAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Business IntelligenceWhy Use BI? Improve Optimize Quantify the Identify New Decision Business value of Opportunities Making Process relationships Potential for Significant ROI!!!Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Business Intelligence: ApplicationsAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Customer Interaction Center (CIC)Business Intelligence Applications • IC Business Manager • Interaction Routine • Interaction Supporting Report Information Reporter Decision Assistant Delivery • Historical Reports Making • RoboReports • Interaction • iSurvey AnalyzerAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Customer Interaction Center (CIC)Business Intelligence – Interaction Report AssistantAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Customer Interaction Center (CIC)Business Intelligence – Interaction AnalyzerAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Customer Interaction Center (CIC)Business Intelligence – Interaction AnalyzerAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Customer Interaction Center (CIC)Business Intelligence – Interaction AnalyzerAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • MicrosoftBusiness Intelligence Applications • SQL Reporting • SQL Analysis Services (SSRS) Services (SSAS) Routine and Report Supporting Information Subscriptions Decision • Excel Delivery • SharePoint Lists Making PowerPivot • SharePoint • SharePoint Dashboards Power View“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
  • MicrosoftUsing SharePoint for Business Intelligence Power View Dashboards Visio Services Scorecards Excel Charts Services Status and BCS ListsAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • MicrosoftBusiness Intelligence Samples – SSRSAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • MicrosoftBusiness Intelligence Samples – SSRS in SharePointAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • MicrosoftBusiness Intelligence Samples – Power ViewAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • MicrosoftBusiness Intelligence Samples – Power ViewAvtex 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 Performance B. Queue Performance C. Overall Contact Center Performance D. A,B and C E. None of the AboveResults #2 Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt 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 ExpertAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Best PracticesFor BI Application Design 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!Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Best PracticesFor Data 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.Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Best PracticesFor Usability 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.Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  • Business Intelligence: Call to ActionAvtex 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 Company C. External Partners (Clients, Suppliers, etc…)Results #3 Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • Call to Action Intellectual Property Contact (Notification, Elle, Video Kiosk, Interaction Portal etc.) Center Professional Services Consulting Strategic Consulting Integration Customization Portals Unified Contact CRM (MS Comm. Center (MS Dynamics SharePoint) (ININ) CRM) (MS Lync) Application Business Development SharePoint Intelligence Consulting Consulting Infrastructure (MS, WAN Op, SAN, DC, Gateway, etc.)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
  • Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012