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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 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 in the Contact Center

  1. 1. 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
  2. 2. 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
  3. 3. 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
  4. 4. Business Intelligence: DefinedAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  5. 5. 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
  6. 6. 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
  7. 7. 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
  8. 8. Business Intelligence: ApplicationsAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  9. 9. 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
  10. 10. Customer Interaction Center (CIC)Business Intelligence – Interaction Report AssistantAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  11. 11. Customer Interaction Center (CIC)Business Intelligence – Interaction AnalyzerAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  12. 12. Customer Interaction Center (CIC)Business Intelligence – Interaction AnalyzerAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  13. 13. Customer Interaction Center (CIC)Business Intelligence – Interaction AnalyzerAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  14. 14. 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
  15. 15. 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
  16. 16. MicrosoftBusiness Intelligence Samples – SSRSAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  17. 17. MicrosoftBusiness Intelligence Samples – SSRS in SharePointAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  18. 18. MicrosoftBusiness Intelligence Samples – Power ViewAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  19. 19. MicrosoftBusiness Intelligence Samples – Power ViewAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  20. 20. 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
  21. 21. 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
  22. 22. 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
  23. 23. 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
  24. 24. 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
  25. 25. Business Intelligence: Call to ActionAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  26. 26. 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
  27. 27. 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
  28. 28. Questions?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  29. 29. Thank you!Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  30. 30. Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

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