What-If, Cost Versus Service, and Variance Analysis
Let’s face it, a lot of what passes for contact center analysis is somewhat of a swag. Our analytic tools- mostly data analysis and some spreadsheets are cumbersome, slow, inflexible, and to be absolutely honest, not as accurate as we’d like. Much of the analyses that we’d like to do are centered on three basic forms:
- What-if Analysis: There is one proposal (or fifty) to change the way the contact center operation changes. What will happen to our cost or our service if we make these changes?
- Sensitivity Analysis: What is the trade-off between cost and service? What should we spend to hit our service targets?
- Variance Analysis: What in the world happened last month to our service and what was the cause? How do we fix this?
In this session, Ric Kosiba, Vice President, Interaction Decisions Group at Interactive Intelligence, will discuss the insightful analysis that can be accurately and quickly developed if you have the right tools and technologies.