Data Analytics Actionable Bob Sullebarger 2013 Interactions Corporation Proprietary and Confidential 2 2 Clive Humby CoFounder dunnhumby UK 2006 DATA IS THE NEW OIL The customer lifecycle ID: 399723
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Making Data Analytics Actionable
Bob SullebargerSlide2
© 2013 Interactions Corporation Proprietary and Confidential
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Clive
Humby
Co-Founder,
dunnhumby
(UK)2006
“DATA IS THE NEW OIL”Slide3
The customer lifecycle
© 2013 Interactions Corporation Proprietary and Confidential
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Source:
DATA
INFORMATION
INSIGHT
ACTIONSlide4
What data is available?
© 2013 Interactions Corporation Proprietary and Confidential
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What you say to the Contact Center
Phone
Web Chat
SMSSocialEmailSurveyBehaviorWebsite Navigation
Mobile AppData that comes to us
What you say about us to others when we’re not looking
The Social Web
Data we can buy
Data we can acquire
Comprehensive View of the Customer
Oct 2012
Data
Scientist: The Sexiest Job of the 21st CenturySlide5
Privacy & trust will create boundaries
© 2013 Interactions Corporation Proprietary and Confidential
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Sen. Jay Rockefeller (D-WV)
Sen. Ed Markey (D-MA)
The Politicians
The Press
August 2014
The Data Brokers
1,500 pieces of data on 200 Million AmericansSlide6
Mining calls for insights
© 2013 Interactions Corporation Proprietary and Confidential
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IVR / SELF SERVICE APPS
AGENT
Q
ueue
Improvements to
Self-Service
Applications
Topic DiscoverySlide7
How Actionable?
Speech Analytics
Starts with call recordings: Runs best on HD Speaker Separated Audio
Agent Quality & Performance Management
Deliver Scorecard to Agents & Supervisors
Identify who needs training: Silence, TransfersRecycle best practices
Discover Trending Topics/IssuesPrompt the “Next Best Action”, Targeted Offers / PromotionsTools getting real-time capabilitiesEscalation; Emotion Detection, ProfanityText AnalyticsSame concept as speech across all text-based channelsOften not a “set it and forget it” processRequires trained staff, or a managed serviceSiloed Channel Ownership is an obstacleNot yet a holistic view of the customer for most Enterprises, but improving rapidly
© 2013 Interactions Corporation Proprietary and Confidential7