5 Reasons to Use Business Intelligence at Your Call Center

5 Reasons to Use Business Intelligence at Your Call Center

People often speak of business intelligence (BI) in the same breath as “business performance improvement” (BPI) and “informed decision-making.” Both statements are true and entirely applicable to the modern call center. However, business intelligence holds other benefits for your call center or collections agency. We discuss a few of them here, alongside the aforementioned BPI and decision-making. Allow yourself to …

How to Improve Business intelligence (BI)

How to Improve Business intelligence (BI)

St John Ambulance Western Australia went through a big learning curve regarding its business intelligence when it made its first acquisition in primary health care a few weeks ago. It did so with the comfort of information provided by its upgraded enterprise performance management (EPM) system. St John Ambulance started in WA in the 1890s and had been looking at …

Rocana Releases Rocana Ops 1.5: Real Data Warehousing for IT Operations

Rocana Releases Rocana Ops 1.5: Real Data Warehousing for IT Operations

A couple of weeks ago I had the pleasure of meeting Eric Sammer, the co-founder and CTO of Rocana , a very original company in the field of big data and the Hadoop Apache project. This is a software company that has developed—based on the technologies mentioned—an innovative set of solutions to analyze IT operations data. With what seems to be …

The Data-Driven Case for Vacation

The Data-Driven Case for Vacation

Over the past three years, we have partnered with the U.S. Travel Association to more clearly understand the relationship between well-being and taking time off from work. Our hypothesis has been that without recovery periods, our ability to continue performing at high levels diminishes significantly. This is in direct conflict with the common misconception that the longer you persevere at work, …

Internet of Things: Connecting the Digital to the Physical World

The Internet of Things is now a very effective way to bring the digital world to the physical world, a way of closing the gap between information systems and the field. In the past, there was always a divide between the two since field data were not integrated into the information system. Most often, field data were incorporated later, in …

Five data quality lessons from Amazon

About a year ago on this site, I penned a post titled “Analytics lessons from Amazon.” In it, I described the analytics lessons that employees and even entire companies can learn from the retail giant. But there’s so much more that Jeff Bezos et. al can teach us. Today, I’ll focus on the data quality lessons we can glean from the …

Data key to future of insurance business

More than 70pc of insurance CEOs globally see technology, specifically data and analytics, as key to the future of their industry and helping them stave off more nimble and aggressive fintech rivals. PwC’s 19th Annual Global Survey of 1,400 CEOs has found that a new generation of analytics is enabling insurers to anticipate what will happen, including shaping outcomes such …

Top 5 data quality mistakes organizations make

There’s no shortage of talk today about newfangled tools, technologies and concepts. The Internet of Things, big data, cloud computing, Hadoop, and countless other new terms, apps and trends have inundated many business folks over the last few years. Against this often confusing backdrop, it’s easy to forget the importance of basic blocking and tackling. Yes, I’m talking about good old-fashioned …