Data Marts
Datapoint provides data marts as an embedded part of our interaction hub solutions. They provide a unified data repository from multiple sources to be output as customised reports, ad hoc query and analysis, executive dash boards, feeds into analytical applications or integration with enterprise data warehouses. Since they come as a core part of these systems, expensive in house data mart design is avoided with the associated high costs of maintenance.
These data marts can also be interfaced with other enterprise applications such as CRM, Human Resources and Finance. Increasingly this is achieved through the convenience of web services integration.
Finally some of the solutions enable integration with existing corporate identity management systems to enable access adherence with current security guidelines and practices.The Role Of A Data Mart
The function of a data mart is to collect interaction details from across the call centre infrastructure and then transform the data into a ready to analyse format for end users. It does this by cleaning and normalising the data against the template of a common data model to ensure there are no discrepancies or overlapping.
This is then loaded into a database that conforms to data warehouse design principles. The data can then be accessed and further analysed within the data mart application or by preferred off the shelf reporting and analytical tools(OLAP and BI tools) via industry standard interfaces.
Since data marts belong to the broader disciplines of data warehousing and business intelligence they are therefore optimised to manage and mine terabytes of data. This capability is well suited to call centres which generate vast amounts of customer interaction data.
Sophisticated Analysis The power of a data mart lies in its ability to analyse call centre and agent performance from various dimensions such as timeframes, lines of service, call centres, groups of agents, or individual agents in a single location or across multiple locations The data is mined against these variables to uncover key correlations and root causes of situations that needs fixing or optimising.
Examples of typical uses include repeat caller analysis, service levels analysis, skill based routing analysis, blended agent analysis and IT configuration tracking analysis. When data is imported from external sources, correlations can be made between call centre activities and business performance such as whether or not investments in training are having a positive impact on revenues.
Data marts also meet the challenge of running customer services over multiples sites in which locally placed infrastructure can only report on their own activities. Even single site operations face the problem of siloed reporting and the need to consolidate data. Managing multi site operations therefore become much easier with the ability to compare and contrast the enterprise against each location, or a group that spans multiple locations. Global estates can also benefit from local language and correctly time stamped reporting.
Reporting The interface for enterprise-wide reporting and analytics is typically browser based dashboards. These allow the creation of ad hoc and complex queries in a way that is business user friendly so that no significant IT involvement is required. Web-based reporting also means it is easy to share results and removes the need for any desktop client software in order to gain access for reports and administration.
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