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EDUCATIONAL SERVICES BUSINESS INTELLIGENCE AND PERFORMANCE MEASUREMENTS FOR CONTACT CENTERS WORKSHOP ABSTRACT
This seminar
is intended to provide your technical staff with an understanding
of what Customer Relationship Management is, how to identify the right
CRM Metrics for your business, Business Intelligence concepts, development
tools and implementation methods. Also discussed are "Closed
Loop Systems" for maximum effectiveness in managing your customers. AUDIENCE
IT Professionals involved in the analysis, design, development, implementation and
maintenance of the Data Warehouse - Project Managers, System and Business
Architects, Data Modelers, Data Base Administrators, Project Leaders,
Application Developers and Business Managers/Analysts.
Day 1 Workshop:
Usage Of Tools, Definitions And Navigation
CRM Framework • Agent Effectiveness • Customer Service Effectiveness • Campaign Effectiveness • Channell Effectiveness • Inbound / Outbound Contact Management • Customer Profitability • Customer Investments • Customer Churn and Acquisition • Customer Retention • Product Cross Selling • Sales Channel (Broker, Agent, Internet) • Quality Management CRM And Business Intelligence - Hands On Workshop
• Drill Down, Drill Up, Drill Across
• Ranking, Filtering, Sorting • Detect And Alert Business Exceptions • Charting • How To Work With E-Mail • Lotus123 And MS Excel Integration • Ad-Hoc Explorations Day 2 Workshop:Business Analytical Modeling
JAD Workshop
1 day JAD
• Define Customer Profiling • Define Customer Business Analytics (translated into measures, dimensions by business areas) • Define Customer Business Alert conditions • Review Customer Data Sources (General Ledger, Claims, Orders, Etc.) • Review Analytical Model • Review Application Prototype |
