IARE Ask the Experts Panel:
Making Data Analytics Actionable
Building A Business Intelligence Strategy:
The Key Ingredients
Contact center and back office analytics solutions
landscape
How your analytics strategy compares to the maturity of
other organizations
Best approach to implement
Interweaving activity intelligence into your analytics
ecosystem
© Copyright 2014 OpenSpan, Inc. All Rights Reserved
The Current Solution Landscape for the Contact
Center and Back Office
© Copyright 2014 OpenSpan, Inc. All Rights Reserved
Six Steps Data Analytics Methodology
STAGE 1
Discovery
Stage
STAGE 2
STAGE 6
Data
Preparation
Operationalize
STAGE 3
STAGE 5
Model Planning
& Hypothesis
Testing
Communicate
Results
STAGE 4
Model Building
& Visualization
© Copyright 2014 OpenSpan, Inc. All Rights Reserved
Areas of Business Impact & Insights
Operational Efficiency
Risk and Compliance
Worker Performance
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Find Inefficient Processes
Reduce Variability
Identify Training Issues
Application Support
•
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Capture Application Usage
Prioritize Maintenance
Record Error Steps
•
Customer Satisfaction
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© Copyright 2014 OpenSpan, Inc. All Rights Reserved
Track Internal & External
Compliance
Measure Process Adherence
Understand repeat transaction
drivers
Correlate customer
satisfaction to behavior
Customer Acquisition
Retention & Growth
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Measure Workers to Gold
Standard Behaviors
Incent Workers Based on
Goals and Outcomes
Revenue Generation
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NPL
Next Best Offer / Next Best
Action