call center

I got an invite to a webinar on this topic the other day. The invite had some questions for you to ask yourself about your call center agents and how effective they would be if: They could act the way you wanted them to every time They didn’t have to have post-its or cheat sheets [...]

Some weeks back I wrote a series of posts on the role of Decision Management in Insurance. One post was called multi-channel distribution and customer communication and outlined how Decision Services that automate customer decisions improve customer treatment in a multi-channel world by improving their accuracy, timeliness and consistency. The diagram at left shows how [...]

Some time ago I wrote piece about Talent Analytics. After some discussions with them I realized that my thinking about talent or HR analytics has been too limited. Sure, I have seen how it might help with the kind of recruiting, team management and merger assessments that Talent Analytics does. But Talent Analytics made the [...]

Bill Gassman spoke on the role of Business Intelligence – BI – in process improvement. Bill means “big BI” – everything to do with intelligence about your business, the discipline of BI and analytics, not just a “BI” product. The road to intelligent operations he says has “haves” and “have nots” – some have BI [...]

G-Stat is a privately held Israeli company focused on advanced analytical and data mining solutions. The founder of G-Stat began his career as an econometrician, focusing on large time-series data initially. Then he worked at the Bank of Israel in IT helping translate what the economists and others needed into information systems. He rapidly became [...]

I got a demo of the Talent Analytics platform recently. Talent Analytics is a company that develops solutions that provide relevant information to help companies anticipate the impact talent has on their business goals. Advisor, their platform, is a web-based SaaS platform. At the top level the product allows one or more organizations to be [...]

Insurers face an explosion of direct sales channels: websites, mobile and call centers, with the rapidly evolving world of social media opening up even more opportunities. Driving consistent customer treatments and profitable direct sales across dynamic distribution channels, while effectively managing risk, is a huge challenge. As Deb pointed out, linking all customer communication together [...]

I got a chance to catch up with Attensity after a long absence recently (I last blogged about Attensity in 2008). Attensity has been doing text analytics and customer experience monitoring for 10 years or more. Their approach includesfour steps –  Listen, Analyze, Relate, Act (from a decision management perspective it is nice to see [...]

My old friend Marcia Conner pointed me to this great piece yesterday Investing at the Bottom of the Ladder that discussed how “Companies that invest in their lowest-level employees are more productive and more profitable”. Personally I found this cheering and a nice counterpoint to the outsource everything, always reduce costs no matter what mindset [...]

Helm Interaction Management is a new company, founded in 2009, and focused on solutions related to inbound marketing and customer interaction management.  Helm has developed a suite of inbound marketing products designed specifically for the cloud. With Market Helm™ business users can quickly create and deploy very targeted messages into any customer- or agent-facing application. [...]

I was reading this article on Have you tested your strategy lately? in the McKinsey Quarterly and I was struck by test 10: Have you translated your strategy into an action plan? This struck me because one of the most persistent problems I see in corporate strategy is what I call the “make it so” [...]

Portrait Software, now part of Pitney Bowes Business Insight – has a tag line of “Make every interaction count” so, with my focus on micro decisions, I wanted to get an update. Since the early days of Quadstone (acquired by Portrait some years ago) the focus of this team has been to help people get [...]

Syndicated from BeyeNetwork A friend sent me a link to a webinar on “The End of BI as We Know It” that promised “A fresh look at what business analytics means”. It wasn’t clear who was speaking or what company was sponsoring but the title intrigued me (as it was meant to). But when I [...]

I blogged a couple of internal Oracle sessions on RTD (Oracle Real Time Decisions in e-commerce #oow10, Oracle RTD Roadmap #oow10) and now we get a chance to hear a customer speak – Dell with some help from Objectifi. Octane is Dell’s brand name for their RTD project – the platform has a number of [...]

Syndicated from BeyeNetwork I was struck today by a short but effective Information Builders PowerPoint – Four Worst and Four Best Practices in Business Intelligence. I really liked the worst practices – especially the one about assuming that business people have the skills or time to learn to use a BI tool. I blogged not [...]

Syndicated from ebizQ William Band at Forrester (@waband) recently tweeted that his next research project was: When to use CRM apps vs BPM tools to improve customer interactions? Pros & Cons of each? I replied that companies should be sure to manage customer treatment decisions too and he asked me to expand on that thought. [...]

National Australia Bank group (a 15 year Teradata customer) presented on their use of Teradata for multi-channel marketing. NAB has 10.9M customers worldwide and about 38,000 staff. Brock Lynch, from the marketing group within the retail bank, gave an overview of their analytical CRM approach. NAB sees its analytical CRM assets as: Complete customer data [...]

I did some work with Silverlink some time ago and was really impressed by their use of decision management to improve the communication of health plans and others in the healthcare space with members and patients. I got a chance to catch up with them recently to discuss progress and their use of adaptive control [...]

Jeff Jonas of IBM had a great post on Some Organizations Will Be Smarter-er Than Others recently in which he discussed his “obsession with real-time sensemaking systems”. Now I like the phrase and, in the context of real-life, it is clear what it means. But for a business, what does it mean? Well sometimes it [...]