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A presentation by W H Inmon

ANALYZING CALL CENTER TEXT – VERIZON. A presentation by W H Inmon. 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?. Trouble report.

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A presentation by W H Inmon

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  1. ANALYZING CALL CENTER TEXT – VERIZON A presentation by W H Inmon

  2. Lots of companies have call centers

  3. 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?

  4. Trouble report Descriptive conversation

  5. The analysis that exists today keywords

  6. There is a wealth of information hidden in the conversation

  7. textual ETL unstructured data taxonomy relational data base With Textual ETL now you can easily and quickly capture and analyze ALL your call center conversations

  8. textual ETL unstructured data taxonomy relational data base And once you have created a relational data base you can analyze it with standard analytical tools Tableau Qlikview SAS Excel Etc.

  9. A dashboard showing what is going on in the call center

  10. the classes of topics discussed

  11. An hour by hour profile of call activity

  12. A weekly profile of call activity

  13. A monthly profile of call center activity

  14. There is drill down capability as well

  15. Once you find a point of interest, you can do further expansion

  16. Analytical dashboard keywords before after Which form of analysis tells you the most? It is no contest

  17. But what if I want to use something other than Tableau to display my results? No problem. Textual ETL works with every other BI tool Including Business Objects, Qlikview, Cognos, MicroStrategy, Excel spreadsheets, and many more. Textual ETL is agnostic to the analytical tool you want to use.

  18. textual ETL unstructured data taxonomy relational data base Statistical Analysis Once you have created your data base, you can analyze it in any way you want

  19. Now you can know what your customers are saying. Now you can unlock all the information that is locked up in unstructured text.

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