Data Marts or Data Mining
Whereas a data warehouse combines databases across an entire enterprise to provide business intelligence for the whole organisation, data marts are usually smaller and focus on a particular subject or department such as customer services. Unlike the former which can cost millions and take years to implement, a data mart can produce results quickly and cheaply to provide a cohesive picture of call centre performance.
This is where their value lies. For instance, without their unifying function, a simple analysis of blended agents’ productivity requires manual reconciliation between separate inbound and outbound reports: time consuming and prone to error. The same is true of multi channel, multi site reporting or trying to track the customer experience across call transfers.
When restricted by this approach, the more complex a call centre becomes, the more administrative overhead needs to be allocated to report on its activities. Even then analysis remains simple since the desire to drill down through summary reports into the detail of root causes becomes prohibitively time consuming.
Data marts provide the process and techniques which transform data from multiple sources into a common format and structure that allows the user to concentrate on extracting insight. They can be used for static or live reports, feeding balanced scorecards, budgeting and forecasting, data mining for trends or patterns of behaviour or keep tabs on exception reporting and service level notification.
See alternative technical needs description
Datapoint provides the following technologies and services for Data Marts.