Archive for the 'Reporting' Category

May 29 2008

Service Level vs. Cost vs. Customer Experience

I’m out at a customer site this week and overheard the following conversation from the Workforce Management Team:

 

The difference in customer experience between 93% Service Level and 100% Service Level is negligible. But the difference in staffing cost to us is huge.

 

Now, I’ll spare you my full rant about Service Level (you can find it here) but I think this is indicative of a larger perception and education problem in the call center industry. Simply put: Service Level is NOT a measure of Customer Experience. It’s an opaque metric.

 

Let’s assume for purposes of this argument that the service level goal is 93% calls answered within 20 seconds. By decreasing the goal from 100% to 93% you’re saying that it’s okay for 7% of your customers to sit in queue for longer than 20 seconds. Logically, and most likely what the Workforce Manager was thinking, the effect on customer experience by being answered in 19 seconds vs. 21 seconds is unnoticeable. However the real impact to Customer Experience between 93% and 100% is actually immeasurable from Service Level alone. You have no way of knowing how many of the calls in queue longer than 20 seconds were answered in 21 seconds or how many were answered in 20 minutes and 21 seconds.

 

Try explaining to the irate customer that listened to hold music for twenty minutes that his difference in customer experience was “negligible”.

 

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Mar 14 2008

Taking Out the Garbage

Last fall I participated again in the ICCM Canada Keynote Panel: 60 Ideas in 60 Minutes moderated by Paul Stockford from Saddletree Research. Dave Butler over at NACC recorded the session and has been distributing the ideas presented in his monthly newsletter. I keep promising him that I’ll expand one of mine into an article for him, but in the meantime here is the one he sent out today. Since it’s one of my favorite rants, I thought I would share (pardon my grammar):

 

Take out the garbage, I am not talking about employees or customers, I am actually talking about reports and data. One of my pet peeves, and I could go on for hours but I will go on for 45 seconds, is when you walk into a call center and you see the reports that supervisors are looking at every day and the first column you see is calls answered,  and this is for an agent. Johnny had 27 calls yesterday and was logged in for 15 hours, blah, blah, bah, blah. Step back and ask yourself what value you are getting out of this information. So take your 30 column report and pare it down to four or five columns that you can actually impact and actually take action on. If you can’t impact whether an agent is logged on for six hours or seven hours, get rid of the column. Just say, you know what, what was their schedule adherence, or what was their hold %? In other words, what are the columns that you can influence? Then write out the business value for each column on the report. Are you going to see service level on there, or outbound calls? Write down why you need to see that so you can articulate that back to the people that are managing to that data every day and why it is important.

 

 

I couldn’t have said it better myself :-)

 

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Mar 04 2008

Music Analytics?

I came across a clever demonstration of Analytics from a Business Intelligence software provider called QlikView, and thought it worth sharing. Note- In an indirect way, Latigent competed with QlikView and I always admired their clever marketing campaigns. In this application of their analytics tool, they dumped radio airplay data from  MediaGuide.com into an OLAP cube and overlayed the QlikView front end (demo found here).

 

Originally I just wanted to play around with the data, so I filtered based on the greatest band of all time, Van Halen.

 

VanHalen

 

Unexpectedly, a couple of things struck me about the results:

  1. The top two most played songs both appear on the album 1984, but 1984 is the second most played album: Seems a bit counter intuitive at first, but upon closer inspection we discover that the album Van Halen’s songs may be played fewer times, but there are more of them. The aggregate is greater by more than 300 song plays. There is a lesson to be learned here about product distribution, and a pretty good example of Chris Anderson’s Long Tail theory in action.
  2. Why the big disparity between the “David Lee Roth Van Halen” and the “Sammy Hagar Van Halen”? My assumption is that this is most likely because Van Halen is on tour right now with David Lee Roth. No doubt radio stations are heavily promoting this tour by spinning the vintage favorites. My hypothesis though is one that is impossible to prove given the current data set. One would “just need to know” that these guys are on tour to draw that conclusion. Without this information, what conclusions would you draw? Would they be accurate? Is mine accurate?

 

Now, an interesting exercise would be to take the chart below that displays where these songs are being played and overlay the tour schedule. Also, the data is only available from Feb 24, 2007 to current. What would a wider data set show us? Is the distribution reversed when they’re on tour with Sammy Hagar? What about when they’re not on tour?

 

VanHalen-Where

 

 

This example demonstrates that the unlocked power of analytics is not just about spotting trends that you otherwise would not have, but its often in finding and qualifying external (and sometimes non-structured) data points and quantifying their impact. It also causes you to ask questions and seek answers that you otherwise wouldn’t: What long tails are hiding in your data? How can you leverage them? What external events influence your business? How do you qualify them, and quantify their impact?

 

What else do you not know you need to know?

 

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Feb 22 2008

Pentaho Gets Ready to Rumble (again)

Looks like Pentaho closed a $12M Series C round of financing. This is exciting stuff. With the consolidation of large Business Intelligence players its opening the market for the already under served SMB and for Enterprise BI projects looking for a lower cost of ownership.

 

The only real question is if these guys will join the ranks of Zimbra and become a promising start-up swallowed by a behemoth too soon…

 

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Jan 23 2008

Google Enters Business Intelligence Market?

OK, so the title is a bit overstated, but now that I have your attention:

 

A couple months ago Google [quietly] released a hosted charting API. Albeit it lacks the sex appeal of their big splash products like GMail or Google Docs, it tapped my imagination.

The basic concept is that your application passes parameters to a URL hosted at Google. It allows you to define things like chart type, size, colors, data values, etc. For example, hitting this URL,

 http://chart.apis.google.com/chart?cht=p3&chd=s:hW&chs=250×100&chl=Hello|World

returns the following image:

 

 

 

 

 

Part of the reason this grabbed my attention is that its very similar to Latigent’s BlueVue (now Cisco Unified Intelligence Suite ((CUIS))) “API” for accessing reports & charts from other applications (except you don’t actually pass the data to CUIS, since that’s the real point of having a full blown BI App :-) What I find amusing here is that Google, whether intentionally or not, has basically entered into the 3rd party control business. Very few people ever build their own charting control as its not core to their application, and there are inexpensive alternatives to coding your own. Google just introduced another inexpensive option. Now, I seriously doubt that Google will ever cut into the market share of guys like Dundas, but it could certainly address the needs of some low-level apps.

Expanding on this hosted API/3rd Party Control concept, it’s reasonable to think that a creative developer could duct-tape together the APIs from Google Docs, Google Maps, Google Charts, Google Reader (unsupported “API” here) and Google Search Appliance to come up with a rudimentary and functional presentation layer for a reporting application.

When you pepper in things like databases in the cloud, one begins to ponder if every aspect of an application will eventually be distributed, and perhaps the next software evolution will be nothing but middleware that glues stuff together.

 

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Aug 17 2007

Cisco ICM/IPCC/CVP cradle-to-grave reporting

I have been asked A LOT lately if the Latigent Business Intelligence Suite provides cradle-to-grave call reporting for Cisco ICM/ IPCC and/or Customer Voice Portal (CVP). The short answer is yes, we do.

Without giving away any of our, or Cisco’s, proprietary techniques you can refer to their Solution Reference Network Design (SRND) for Cisco Unified Customer Voice Portal, Release 4.x which I found with a little help from Google.

BlueVue provides a pretty flexible and easy to use filtering and search tool over Cisco ICM’s call detail data. For example, you can run a report for all calls that meet a certain criteria (I.E. Talk Time > 20 mins, or Abandoned in Queue after 60 mins, etc.), or you can search for a specific call by ANI (caller’s phone number) or ICM Call Variable value. You can also drill-down into what we call the “Call Life Report”, which is basically a formatted and visual picture of what transpired on each leg of the call.

Pretty cool, heh? If you have questions or want to see a demo, give me a shout.

 

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Aug 09 2007

Government Transparency, meet Business Intelligence

Government Transparency is almost as big a buzzword as Web 2.0 lately. And for that matter, you would think the two would go hand-and-hand. With all of the killer technology available in our information age, one would think that it should be relatively straight forward to get a picture of what our government does in return for our tax dollars and votes.

The sad truth is that it is extremely difficult to decipher anything that goes on in Washington, from laws that are passed to how tax dollars are spent.

Jason recently pointed out an article on Why Congress needs version control. I think its a fantastic idea, and certainly serves as an example of how today’s technology can be applied to the governmental processes. However, I think we can go well beyond that.

I’ve spent the last several months scouring the net for what information is publicly available and from where. There are a number of government sites that make pieces of information available, and private sites that take those pieces of raw data and try to make something intelligent out of it.

For example:

  • The Federal Elections Commission (FEC) makes available the donor records of everyone that contributes more than $200 to a politicians campaign. But who wants to download all that data and crunch it through excel? I tried, trust me its interesting stuff but tough to glean anything useful from it.
  • GovTrack.US does a fantastic job of tracking every bill that hits the floor of the House and the Senate, complete with voting records of politicians. They even make it available in RSS feeds. This is cool, but as a standalone tool you can’t figure out much more than how many Post Offices Congress has named this year.
  • Maplight is trying to marry these two concepts together and tie voting records with PAC contributions. That’s an admirable effort and I think with a little data modeling and consolidation we could use this as a starting point to gain some very useful knowledge.

The examples go on and on, and if you have some good ones, I’d love to see them. But the point is when you step back from all of this it starts to resemble a corporation, or “the enterprise”, with multiple data points and silo vendors trying to address individual application needs.

Enter Business Intelligence.

First we start with a data mart. We identify all the publicly available data points (there are far more available than I mentioned above), and we create a data model that does some cool things like create unique identifiers for congressmen and candidates and Bills that hit the floor, etc. It will take some leg work to get all of the ETL loads, or automated data pulls, set-up. But as the sites mentioned above have demonstrated this is not insurmountable.

The next step is the presentation layer. Once we have all the data and its modeled appropriately, the sky is the limit here. If built correctly, every U.S. citizen could have an almost real time dashboard on Congress, or run an ad hoc report on budgetary spending, or create a scorecard on their local Congressman, or… (more on these in a later post).

I think the key to this is to treat it like an open source project. So perhaps MYSQL and something like Pentaho are in order. This would keep commercial conflicts out of the equation and make people feel like they are more apart of the process.

I don’t see Washington creating a tool like this anytime soon, therefore we’ll have to take a step forward in doing it ourselves. Any takers?

 

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May 30 2007

4 things i learned from my newborn nephew about business intelligence

A few weeks ago, my wife Amy and I had the pleasure of meeting the newest addition to our family. My brother-in-law Jeff and his wife Pam welcomed thier new son Braden Scott Parma-Kelly to the world in Feb of this year. We couldn’t wait to meet the little fella, so we headed south to Austin, TX.

Not having children of our own yet, this was our first real “hands-on” exposure to the process of baby rearing. It was quite a sight as we fumbled through that first diaper change and bottle warming with Amy screaming “What do I do, what do I do?”. But by the end of the weekend we were self-proclaimed professionals.

As I reflected back on our weekend in Texas, I was able to draw some interesting parallels between raising babies and Business Intelligence (yes, I can find a metaphor or analogy in just about anything).  

So, allow me to introduce a new kind of BI, “Baby Intelligence”. Enjoy! 

  1. Baby Activity Monitoring (BAM) - Most of you have heard of Business Activity Monitoring, which is the real time management of your  business transactions and performance . However, Braden kindly introduced me to the “baby monitor”, which is basically a one-way walkie talkie that you carry around the house while a baby is sleeping. This allows you to listen for any disturbance and activity. I couldn’t help but think that the monitor looked just like a gauge on a BlueVue Dashboard. I quickly learned that they worked the same way. The occasional two bars on the led monitor indicated a little restlessness that is apparently a part of Braden’s normal “sleep cycle”, but three bars or more means you better get your butt in gear or the thing is about to go off the charts…
  2. Integrated Solutions - I’m a big advocate of efficiency in not only business and call centers, but in life. I often use this as my reasoning to invest in cool toys like iPods and Blackberry’s that make me more “proficient” (although I think my wife has caught on to me). And thanks to my brother-in-law Jeff, I have now discovered the modern marvel in baby efficiency: “the instant stroller”. The day we took Braden to the park for a walk I observed Jeff take the car seat out of their new highly safety rated, four-door SUV and drop it right onto a stroller frame. My jaw dropped in amazement at the simplicity of the set-up as there was no longer a need to un-strap the kid from one overly sophisticated plastic bucket and transplant him into another. Brilliant!  
  3. Key Performance Indicators and the Baby Scorecard- In a call center there are Key Performance Indicators (KPIs) and metrics such as First Call Resolution and Schedule Adherence that measure performance and areas that require attention. These are often accumulated into an Agent Scorecard that can be used to manage the performance of your team. However, through my Sister-in-Law Pam, I was introduced to an entirely new set of very important metrics, which I will refer to as “The Baby Scorecard”.  These include key indicators such as: “is his diaper wet?” , “does he “stink?”, “that was a quality burp”, “how long was his nap?”. I must also mention that the term “Blow Out” now has an entirely new meaning to me…    
  4. Smile - Even if you have no clue what’s going on around you :-)

 

 

 

 

 

 

 

-”Uncle” Chris

 

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