A huge part of improving the customer experience is found in analytics.
BigPond Contact’s approach to analytics considers key goals:
- Self-service: We place emphasis on self serve analytics as much as possible because people interpret information in diverse ways. We must not force everyone to read information in the same manner.
- Granularity: A summary number is only an “analytic” if you can drill down it until you get to the source, that’s what tells the story of the data.
- Multiple channels: The users of the data prefer to see it in different formats. Some want to use a smartphone device while others appreciate the information better on a desktop screen.
- Near realtime: We strive to use realtime data where possible so that there is the same truth no matter where a user accesses it from.
- Augmentation: In order to add meaning, we strive to augment transactional data with external environmental information. How else will a user correlate low volume of sales with economic indicators such as a fluctuating foreign exchange rate?