IBM Cognos Insight Customer Service Business Accelerator: Details here!
The IBM Cognos Insight team has developed a number of Business Accelerator applications designed to give you a set of pre-built applications across functional process lines to help you jump start your deployment of Cognos Insight while seeing best practices in these functional areas.
To review this business accelerator you'll want to make sure you have a copy of IBM Cognos Insight Personal Edition available for a free download on the AnalyticsZone. Click here to get your free copy now.
Here's an overview of our IBM Cognos Insight Customer Service Business Accelerator:
CALL CENTER TAB
You can see as you pan across the opening tab within this Business Accelerator that this fictional company has call center operations in India, Canada and the United States. There is also data captured by Service Type within their Technical and Customer Care Groups including even more detail by the type of customer issue.
Included in this overview tab the ability of see details of each call including
There's also information capture for Call Quality including:
Additional Metrics for Service-level Agreement Time which includes detail by:
The information contained in the 'Call Details' crosstab section is broken out into easy to follow visualizations immediately to the right of it and below and across it. In addition, you can see that all of this 'Call Detail' information is filterable by the Call Center location - India, Canada and/or the United States - as well as the Service Type providing even great understanding of what type of calls are being handled within the SLA and what aren't identifying call resolution areas that need to be proactively addressed.
This tab provides even more stunning visualizations of the call center detail including Call Dynamics (# of calls, # of completed calls and # of Active Agents), Call Quality (Satisfaction Level, Quality Level, Tech Level and Average for Quality) and Service (Technical Group vs. Customer Care Group) all by geography. In addition, the Call Center Dashboard tab has another visualization for overall Calls Per Quarter.
As you become more familiar with this business accelerator you begin the see the possibilities for not only analyzing your base data but also creating visualizations for this data as a much more consumable way to present this information.
CALL CENTER PLAN 2012
(Note: Assume that the year 2012 is the plan year with 2011 as the current year's actual data.)
This tab is setup to view your past year results (2011) and plan for what your call center needs will be in the next year (2012). Planning, of course, is being done at the Technical and Customer Care Group levels allowing for historical analysis of customer service effectiveness for all of the metrics being reported in this application. This level of detail allows the planner to fully comprehend what elements of customer care they're effective at and what areas need improvement. These outcomes will certainly play into headcount determinations for the coming fiscal year.
POTENTIAL APPLICATION ADD-ONS
Additional statistics you might want to consider bringing into this application for further analysis are 2011 revenue and 2012 revenue targets which could provide a ratio of customer service reps to revenue that can be used as a benchmark in your hiring decisions. Another idea is to bring in the number of customers for the past year and the projected number of customers for the coming year. As is the case with revenue, you could follow a similar ratio.
To get your copy of the Customer Service business accelerator and the recorded demo of this application, please click here.
What additional metrics do you think should be considered for this Customer Service application?
Anyone care to take a shot at adding to this Business Accelerator and sharing this new version with us?
If any questions, please reach out to me and I'd be happy to follow up with you. I can be reached at tim.