oi Business Services

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This YouTube Video from Hitachi Solutions Canada is a great introduction to and definition of Business Intelligence. Every Business has operations and process data that can be turned into actionable information once it is organized and presented effectively.

For example, across the 168 hours in every week, many contact/call centers may not have a clear picture of the stability and repeatability of demand for service, like this: (Click to Enlarge)

They may not be using this data to match capacity to demand, like this: (Click to Enlarge)

And, they may be missing “Big Picture” changes in their business over time, like this: (Click to Enlarge)

See how a fresh approach to Business Metrics helps the customer-facing contact center here.