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Analytics
Archives for July 2020
Discussion List
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Employee Productivity SuiteWith so many folks now working from home does anyone have knowledge of an employee productivity analytics tool? This is going to sound a bit big brother-e, but I have long thought that a analytics to… -
Are you using Mobile Analytics for your Services Business?By "Mobile Analytics", I'm talking about looking at dashboards or reports or apps on your phone vs booting up a laptop or desktop. Are you doing this? Is it happening outside your field s… -
Data Analytics Tools for the TradeToday with Customer Support we have selected MS Power BI and the primary data delivery/dashboard tool. However, I know there are other Tools like Tableau that are standard and have various advantage…
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Is anyone performing process mining to get insights?Hi Community, I am looking at ways we can mine our processes to see which processes are working as expected and which processes aren't. We are in the process of developing all of our processes in Sig… -
Customer Effort Score - Are you measuring it? If so, how and when?Hello TSIA Community, We are looking into incorporating the Customer Effort Score into our transactional surveys (once cases are closed) and I was curious to see if, how and when you were measuring t… -
What is your biggest Analytic Challenge/Biggest Spreadsheet Effort?What is your biggest analytic challenge/struggle? I guess another way to ask is what is the spreadsheet that takes the most effort to generate? I can tell you at FinancialForce our biggest analytic…
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How are you measuring Case Deflection?Hello TSIA Community! I am curious to know more about how you are measuring case deflection and/or self-service success. We currently are measuring 2 different measures: 1- % of customers who abando…
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As Analysts / Scientists are you utilizing fairness, ethics, accountability and transparency (FEAT)?Please leave a comment if you have thoughts on FEAT affecting machine learning and concerns around the AI space within your work. -
Are you seeing different KPIs for Virtual training vs Onsite ILT?How have the KPIs for end user training changed as we move from Onsite to Virtual ILT? -
Has your frequency of cash flow analysis changed during this time of COVID?What was your cadence before? Q/M/W? Was the timeliness more driven by effort or interest? At FinancialForce, we used to look at it weekly, we now track cash flow on a daily basis