a presentation by w h inmon analyzing call center text – verizon
TRANSCRIPT
A presentation byW H Inmon
ANALYZING CALL CENTER TEXT –VERIZON
Lots of companies have call centers
But do you know what is being said?Can you examine 100% of your call center conversations?What is going on in your call centers?What is on our customers mind?
Troublereport Descriptive conversation
keywords
The analysis that exists today
There is a wealth of information hidden in the conversation
Transportation autom obile m ake Honda Ford Porsche Saturn type SUV sedan sports sta tion wagon airp lane m ake Boeing ..........
textualETL
unstructureddata
taxonomy
relationaldata base
With Textual ETL now you can easily and quickly captureand analyze ALL your call center conversations
Transportation autom obile m ake Honda Ford Porsche Saturn type SUV sedan sports sta tion wagon airp lane m ake Boeing ..........
textualETL
unstructureddata
taxonomy
relationaldata base
And once you have created a relational database you can analyze it with standard analyticaltools
TableauQlikviewSASExcelEtc.
A dashboard showing what is going on in the call center
the classesof topicsdiscussed
An hour by hourprofile of call activity
A weekly profile of call activity
A monthly profile of call center activity
There is drill down capability as well
Once you find a point of interest, you can do further expansion
keywords Analytical dashboard
before after
Which form of analysis tells you the most?It is no contest
But what if I want to use something other than Tableau to displaymy results?
No problem. Textual ETL works with every other BI toolIncluding Business Objects, Qlikview, Cognos, MicroStrategy,Excel spreadsheets, and many more.
Textual ETL is agnostic to the analytical tool you want to use.
Transportation autom obile m ake Honda Ford Porsche Saturn type SUV sedan sports sta tion wagon airp lane m ake Boeing ..........
textualETL
unstructureddata
taxonomy
relationaldata base
Once you have created your data base, you cananalyze it in any way you want
StatisticalAnalysis
Now you can know whatyour customers are saying.
Now you can unlock all theinformation that is lockedup in unstructured text.