| MAKING DATA ANALYTICS ACTIONABLE Bob Sullebarger Slide 2 |
2013 Interactions Corporation Proprietary and Confidential 2 2
Clive Humby Co-Founder, dunnhumby (UK) 2006 DATA IS THE NEW OIL
Slide 3 | THE CUSTOMER LIFECYCLE 2013 Interactions Corporation
Proprietary and Confidential 3 Source: DATA INFORMATION INSIGHT
ACTION Slide 4 | WHAT DATA IS AVAILABLE? 2013 Interactions
Corporation Proprietary and Confidential 4 What you say to the
Contact Center Phone Web Chat SMS Social Email Survey Behavior
Website Navigation Mobile App Data that comes to us What you say
about us to others when were 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 Century Slide 5 |
PRIVACY & TRUST WILL CREATE BOUNDARIES 2013 Interactions
Corporation Proprietary and Confidential 5 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 Americans
Slide 6 | MINING CALLS FOR INSIGHTS 2013 Interactions Corporation
Proprietary and Confidential 6 IVR / SELF SERVICE APPS AGENT Queue
Improvements to Self-Service Applications Topic Discovery Slide 7 |
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, Transfers Recycle best practices
Discover Trending Topics/Issues Prompt the Next Best Action,
Targeted Offers / Promotions Tools getting real-time capabilities
Escalation; Emotion Detection, Profanity Text Analytics Same
concept as speech across all text-based channels Often not a set it
and forget it process Requires trained staff, or a managed service
Siloed Channel Ownership is an obstacle Not yet a holistic view of
the customer for most Enterprises, but improving rapidly 2013
Interactions Corporation Proprietary and Confidential 7
