SmartAnalytics

Interested in slicing, dicing, measuring, and analyzing data for customer and business insights? According to a recent survey by Bloomberg, 97% of companies with revenues of more than $100 million are using some form of business analytics, up from 90% just two years ago.

Effectiveness of customer contact center agents is commonly based on metrics such as AHT(Average Handle Time), CSAT (Customer Satisfaction), CPC (Cost per Contact) etc. Established vendors in the contact center space have traditionally focused on these metrics from a long time. Several such vendors solve performance questions through sampling large and segregated data sets ignoring the big data approach, making a contact center more tactical to the company rather than strategic. 

When I was coming back from an international travel recently and was browsing through the inflight entertainment shows available, "Person of Interest" series on CBS caught my eye. A computer genius develops a machine for the government which is used to detect information leading to acts of terrorism before they can be executed. "The machine" separates the information gathered into two categories: relevant and irrelevant. The scientist, however, discovered that the irrelevant information also often led to the discovery of other acts of violent crimes. With the state-of-the-art surveillance technology, the program uses pattern recognition to identify people who are about to be involved in violent crimes.