Traditional key performance indicators used for performance measurement in contact centers are no longer sufficient. These outdated standards don’t reliably inform mid- and upper-level leadership about the true impact of agent work and behavior. Organizations should begin to expand the notion of what’s important in order to make the contact center a stronger organizational institution, more closely tied to others who impact the customer experience. Outside the contact center, people are keen to understand the relationship between what’s being spent and what’s coming in: revenue and growth.
Contact Centers Should Revisit KPIs for Strategic Relevance
Posted by
Keith Dawson on Nov 2, 2022 3:00:00 AM
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Topics: Customer Experience, Voice of the Customer, data artisan, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support
Customer Data Platforms: Essential for Effective Customer Experience
Posted by
Keith Dawson on Mar 16, 2021 3:00:00 AM
Since customer data platforms (CDP) emerged in the marketplace about five years ago, there has been debate about what roles they fill, especially within customer service organizations. They were originally developed by small software firms to provide marketing teams with a comprehensive view of customer records. Those records could be scattered throughout an organization, siloed by system and department. CDPs were an attempt to shortcut integration processes that are long, expensive and often custom-designed.
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Topics: Customer Experience, Marketing, data artisan, Data Governance, Data Lake, Data Preparation, Data, Information Management (IM), intelligent marketing
Alteryx 8.5 Focuses on the User Experience of the “New Boss”
Posted by
Ventana Research on Mar 21, 2013 11:30:27 AM
This year’s Inspire, Alteryx’s annual user conference, featured new developments around the company’s analytics platform. Alteryx CEO Dean Stoecker kicked off the event by talking about the promise of big data, the dissemination of analytics throughout the organization, and the data artisan as the “new boss.” Alteryx coined the term “data artisan” to represent the persona at the center of the company’s development and marketing efforts. My colleague Mark Smith wrote about the rise of the data artisan in his analysis of last year’s event.
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Topics: Predictive Analytics, Sales Performance, Tableau, alteryx, Absolute Data, data artisan, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Data Integration, Information Applications, Operational Intelligence
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