Business Intelligence / Customer Relationship Management Workshop for Contact Centers
 

PerformBI Contact Center™ is a business intelligence solution developed to optimize call center operations. It allows business users and executives to explore and gain insight into previously unseen data patterns and trends through a combination of customer contact event data that is coupled with customer demographics, revenue, and business trends.

The Dashboard provides the user access to reports, alerts, and tools such as wire feeds, news services, video, and other information sources. It allows the user a great deal of freedom; while at the same time provides immediate notification of out of parameter conditions. Because of the intuitive design, very limited business user training is required.


Pre-built Analytics allow the business user to interact with information from many sources, providing the information that is most often requested by Mangers and Analysts. Over 300 pre-built analytics allow the rapid development of a solution, with additional reports and performance indicators added as needed. This jump-starts solution availability, typically meeting 60% to 80% of initial analytical needs.

The pre-built set of analytics supports the following:

• Agent Shift   Performance	• Handle Time by Tasks Analysis	• Customer Contact by Channel   Performance
• Agent Tenure Analysis	• Campaign Contacts by   Customer Segmentation	• Customer Performance
• Agent Handle Time   Performance	• Revenue Realization	• Top/Bottom Contacts by   Customer Segment
• Handle Time vs Actual   Goal	• Campaign ROI	• Top/Bottom Contacts by   Channel
• Task Distribution by Shift	• Campaign Channel Performance	• Customer Satisfaction Score
• Task Distribution by   Channel	• Campaign Success Rate by   Geography	• Customer Contacts by   Geography

Performance Indicators provide the measures used within ad hoc reports, standard views, and alerts. The initial set of performance indicators consist of the following:

• Successful Tasks

• Failed Tasks

• Average Handle Time

• Goal Handle Time

• Average Queue Time

• Average Interaction Time

Many organizations have spent a great deal of time and effort developing specific high value reports. These reports may also be integrated into the Dashboard, providing the business user a single point of access.

Detect & Alerts are powerful tools that run in the background to monitor rules-based scenarios. When a specified condition is met, an alert is activated. These alerts are often triggered by the performance indicators, but may also trigger from any scenario defined by a specific set of business rules.

• Sets of Detect & Alerts are pre-built to jump-start the solution.

• Alerts take specific action such as notifying a business user via the Dashboard, through Email, or via a Wireless.

• The business user may forward alerts to others via Email or Wireless by a simple point and click operation.

Wireless Access allows business users to access reports and alerts via wireless devices. Notification may be via a cellular phone, Palm Pilot, or other PDA device.

• Specialized report formats suitable for wireless are pre-built from the analytical reports, and will be expanded for your customer needs.

• Alert notifications are provided directly from the solution back-end, or may be forwarded by a business user.