Targeted BI (Business Information) consists of making connections to all data systems, collecting information, and presenting all relevant data to the right (groups of) people to create real-time awareness. It is a must for every organization that wishes to work in an effective, streamlined, and organized way, so its people can achieve the best possible results. Why, you ask? We’ll explain it in this blog!
Solving today’s problems… today or tomorrow?
Business data is usually processed in complex systems during the night, as it tends to comprise an overload of information. The result: crucial knowledge reaches only 5 percent of the employees the day after the fact. So you’ll know today’s problems by tomorrow… Wouldn’t you like to be aware of them today? The other 95 percent majority usually consists of the people who need to take decisions on the work floor, often under significant time pressure. Therefore, out of the bulk BI, it is essential to instantly provide every team with ‘targeted’ relevant department-specific information. If a manager needs to plough through reports on yesterday’s issues in the morning, it is simply impossible to achieve an optimized way of working.
The importance of targeting and real-time: an example
Say, you are managing a contact center consisting of several language teams. In that case, it is important to communicate all data regarding service levels, available agents, and schedule changes as soon as possible in a targeted and real-time way. After all, information that the English-speaking team requires right now might not be relevant to your Spanish-speaking employees (and vice versa), as they operate in different sub-groups.
Another component requiring real-time information is customer satisfaction. If customers are unsatisfied, you want to know about it right away, so you can act on it today. Therefore, Texas Digital will be introducing a real-time customer satisfaction survey soon. When customers complete a phone survey after talking to an agent, the results will be available to you immediately. This way, you can take a major step towards targeted and real-time working!
When and how do you prefer to handle issues?
If you’re able to get today’s information today, you can solve most issues before the clock strikes 6. Would you like to know how Texas Digital Visual Management can help you achieve this goal? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your opportunities.