Archive for the ‘Business Intelligence’ Category
Customer Service – Turning Negatives into Positives
- Over the span of just a few days I had occasion to call two government contact centers and two industry contact centers for service. Since these interactions occurred over a short period of time they provided a unique opportunity to compare and contrast government vs. industry customer contact center service. Too often government customer service centers lack knowledge of basic contact center practices and protocols and indicate an inattention to the details that make for a less than satisfactory customer experience (See If You Can’t Beat ‘Em). Here are a few examples to illustrate the point. I would allow that they are merely anecdotal if they weren’t so typical of other experiences I have had with government customer service centers through the years. Ironically, the things that would transform these experiences from negatives to positives do not cost anything to implement and would even in some cases actually save time and money. What things?
No CommentsKey Performance Indicators (KPI’s)
Strategic use of performance metrics is a distinguishing feature of world class government shared services organizations. Cost and service are the sine qua non for shared services. Strategic use of performance metrics means identifying and making use of key performance indicators (KPI’s) for each of these elements of the shared services model. Putting cost aside for the moment my focus in this post is on service metrics. First timeliness, then quality and customer service.
No CommentsBusiness Intelligence (BI) Infrastructure
Business Intelligence (BI) Infrastructure
By P. Inabathini, SUBU, LLC
Business intelligence is a critical component of the shared services organization’s infrastructure [BI and Shared Services, May, 2010]. But what are the components of a robust BI infrastructure?
1 CommentBI and Shared Services
Business intelligence is the technology, processes, procedures and talent infrastructure for extracting, aggregating, and analyzing data from disparate source systems to gain end-to-end insights into business processes and performance. Business intelligence gives a shared services organization important information about the timeliness, quality, cost and utility of its services. Business intelligence provides business units information about their patterns of consumption, the shared services organization’s performance against key indicators and customer satisfaction. Shared services organizations use business intelligence to identify trends, cost drivers, process capabilities and opportunities to improve performance.
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