Business Intelligence In Call Centers
نویسنده
چکیده
This document takes a look into the world of business intelligence and the implications this field of study has on the modern call center. This document includes a discussion of the factors driving the need for business intelligence, a discussion on the benefits and challenges of business intelligence implementations while concentrating on business intelligence capabilities and the associated enabling technologies. The top key performance indicators of a call center are discussed. Included is a case study on the award-winning successful implementation of the Northeast Utilities CallLogic business intelligence project. Keywords-business intelligence; capabilities; key performance indicators; call center; CallLogic
منابع مشابه
Using Business Intelligence for Operational Decision-Making in Call Centers
This paper proposes an operational business intelligence system for call centers. Using data collected from a large U.S. insurance company, the authors demonstrate a decision tree based solution to help the company achieve excellence through improved service levels. The initial results from this study provide insight into the factors affecting this firm’s call center service levels, and the sol...
متن کاملReal-Time Business Intelligence: Best Practices at Continental Airlines
The movement to real-time is the latest development in business intelligence (BI) and data warehousing. Real-time data warehousing provides the data that is required to implement realtime BI. By moving to real-time, firms can use BI to affect current decision making and business processes. This capability is especially important for customer-facing applications, such as those found in call cent...
متن کاملBusiness Intelligence Competency Centers: Centralizing an Enterprise Business Intelligence Strategy
Enterprises today continue to invest in business intelligence (BI) initiatives with the hope of providing a strategic advantage to their organizations. Many of these initiatives are supporting the tactical goals of individual business units and not the strategic goals of the enterprise. Although this decentralized approach provides short term gains, it creates an environment where information s...
متن کاملOperational Business Intelligence: Applying Decision Trees to Call Centers
In this paper we propose a decision tree based approach to modeling service levels in insurance call center operations. Our approach allows call center managers to determine which factors they control have the greatest impact on service levels (ex. handle time, average hold time, etc.). We also propose a sliding window to allow managers to interpret the effects changes in resource allocations h...
متن کاملDebt Collection Industry: Machine Learning Approach
Businesses are increasingly interested in how big data, artificial intelligence, machine learning, and predictive analytics can be used to increase revenue, lower costs, and improve their business processes. In this paper, we describe how we have developed a data-driven machine learning method to optimize the collection process for a debt collection agency. Precisely speaking, we create a frame...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
عنوان ژورنال:
دوره شماره
صفحات -
تاریخ انتشار 2013