Get Smart: How to Make Analytics Interesting

What if you could dramatically increase the impact data analytics has on your organization by adding just few simple tweaks?  Sometimes it really isn’t that hard.  A common issue we repeatedly see is our clients’ inability to make analytics “actionable”.  All too often simply visualizing the same data in a different format drives very different results.  Let’s look at a real life example we recently encountered. The spreadsheet report below shows team performance over a six month period.  It monitors four different metrics:

  • Customer Satisfaction (the percentage of time the team received a survey result of four or five on a scale of 1 (low) to 5 (high))
  • Issue Resolution % (the percentage of time a survey respondent said their issue was completely resolved during the call they made)
  • Combined Transfer % (the percentage of time a caller was transferred either internally or externally)
  • Combined Average Call Handle Time (the average length of all phone calls in seconds)

Call Center Spreadsheet2

Does this format look familiar?  Can you see anything that would immediately cause you to drive action?  Although the data contains a wealth of information spanning six months across the key metrics, it is extremely difficult to quickly determine what tasks will increase efficiency.

By contrast, click on the visualization below.  It contains an expanded set of data from the previous spreadsheet report.  In this format, however, you see the four metrics visually.  Customer satisfaction is plotted along the vertical axis, combined transfer times along the horizontal axis, average call handle time is represented by the size of the bubble and issue resolution percentage by the color of the bubble.  In addition, the user interacts with the data and can watch the data animate over a six month period.

Very quickly a senior executive can see specific tasks that need to occur.  In February 2013 Teams Sesto Elemento, Catera and Expedition all have low customer satisfaction scores.  By comparison, Teams Focus and Rapide generated excellent scores.  Similarly, Teams Jaguar and Fiorano had excellent transfer time percentages while Teams Zagato performed poorly in this area.  What were the teams doing differently?  In this project, Speech Analytics assisted us in defining best practices to answer those questions and group coaching occurred to share techniques to increase metrics for lower scoring teams. Over time, you can see the performance of the teams gradually move to the upper right and the overall teams performances begin to cluster together.  From an executive view-point, it is easy to see if your teams are making progress or not.

Next time you are building a reporting dashboard, consider adding an advanced visualization that will quickly show current status and potentially allow your user to interact with the data.  They just might find it a bit more interesting.

To learn more please visit: http://bit.ly/1jveFNZ

Special thanks to Alan Keahey who worked with our team to develop the advanced visualization.

Categories: Uncategorized

About the Author,

Steve Harvey is the Worldwide Leader for Technology and Analytics across IBM's Business Process Outsourcing unit.

 

16 Responses to Get Smart: How to Make Analytics Interesting

  1. Get Smart: How to Make Analytics Interesting http://t.co/EllRnXdb9u

  2. and understandable to a visual person like me: RT @stevejharv: Get Smart: How to Make #Analytics Interesting http://t.co/cjUStaapFE

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  5. #IBM expert @stevejharv shares his thoughts on how to make #analytics interesting. How do you show your data? http://t.co/9LEkA72SFG

  6. RT @ibmbizanalytics: #IBM expert @stevejharv shares his thoughts on how to make #analytics interesting. How do you show your data? http://t…

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  8. RT @simonlporter: Getting smart about #analytics w a few tweaks: New blog from @IBM expert @stevejharv. http://t.co/5qS6o1eF0V #CIOExchange…

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  10. RT @IBMAnalytics: Blog: What if you could inc the impact data analytics has on your org w/ a few simple tweaks? http://t.co/Oyqezew6YX by…

  11. RT @IBMAnalytics: Blog: What if you could inc the impact data analytics has on your org w/ a few simple tweaks? http://t.co/Oyqezew6YX by…

  12. RT @IBMAnalytics: Blog: What if you could inc the impact data analytics has on your org w/ a few simple tweaks? http://t.co/Oyqezew6YX by…

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