Insights and Analytics
Customer services is a business area with plenty of data, but it's a big step from data to business intelligence.
To make informed decisions about your service performance, you need to be able to view, interpret and analyse your data quickly and easily. Complicated, hard-to-read spreadsheets of data might hold hidden keys to performance improvement, but that's not much help when you need intelligent answers and clarity to make the right decisions.
We combine our experience in customer service (from strategy to operational delivery) with analysis of your performance data using Tableau, a world-class analytics platform. We’ll help you gain the insights into customer behaviour and operational performance you need to put service improvement first.
We've helped clients from Central and Local Government agencies to global blue-chip organisations improve decision making with better insights into their customer strategy, complaints management and contact centres.
Helping you gain insights into your data
Click on an example below to see more about how we could help you improve:
Understanding and reporting on contact centre performanceNot every contact centre leader has the luxury of dedicated analysts able to provide the reporting analytics you need on demand. For many, the reality is using your own initiative to build spreadsheet reports, interpreting multiple hard-to-read tables of numbers extracted from your telephony switch.
Instead of your managers and team leaders being bogged down in data trying to understand what's happening in your contact centre, we can help you spend your time where it counts - on supporting your customers and staff.
Price Perrott's servicefirst® Performance Analytics for Contact Centres turns your contact centre data into intuitive, interactive Tableau guided analytics that focus on the key measures you need to run your centre effectively.
We'll work with you to design the analytics you need, with optional insights from experienced consultants familiar with the ins and outs of improving contact centre performance. Rather than spending your time wondering where to start with spreadsheet reporting, you'll be leading your team in answering the important questions about what's happening in your centre and how you can put service first.
Customising guided analytics for interactive reporting
Being able to quickly and easily understand your performance data is essential for leaders and senior management to make accurate, informed decisions. It's what turns your data into business intelligence and service improvement.
We apply our leadership experience in customer service to develop customised guided analytics using Tableau Online, giving your management and operational leaders the tools they need to see beyond the data.
For example, we've helped a Local Government client turn hard-to-interpret Excel data on front counter face to face customer service into an interactive, intuitive Tableau Online guided analytics dashboards.
The resulting insights have allowed managers to improve reporting capabilities, increase staff efficiency and balance resources to save time and money in the long run.
Improving learning from feedback and complaints
Feedback and complaints are one of the best sources of intelligence for service improvement. Managing complaints professionally is also an essential basic in service delivery, governed by regulatory oversight in many sectors.
We've helped clients across the world gain insights into improving their complaint performance and achieving compliance with the latest 10002 International Standard.
Our Complaints Management Assessments have provided Government and private sector clients with new insights into their peoples' attitudes, helping them focus on the areas most in need of behavioural and technical improvement.
Our Tableau guided analytics dashboards are ideal for improving complaints trend analysis and reporting, keeping you on track with managing complaints performance and tackling the root causes of customer dissatisfaction.
Tableau Public analyses of open data
We've used Tableau to interpret and analyse a number of publicly available datasets, providing a fresh perspective that allows interactive analysis of static spreadsheet data. The results are published in our Tableau Public portfolio
Research analyses are available for:
- Official Information Act complaints data for the New Zealand public sector, 2016-18
- UK Local Government complaints performance 2014-18
- UK Energy Sector complaints performance 2013-2018