Software Sherpa » Customer Service

Sample Xcelsius Water Utility Call Center Dashboard

Ronald Moore — Fri, 22 Jan 2010 13:38:04 +0000

This sample interactive Xcelsius Call Center Dashboard uses a combination of report tabs, menu selectors, bar charts, line charts, pie charts and dials to enable water utility executives and managers to analyze call center performance with respect to:

Customer Service Satisfaction
Total Incoming Correspondence
% of Calls Processed in 30 Seconds
% of In Person Contact
Type of Collection Call (Residential, Commercial, Industrial, 3rd Party)
Contact by Type
Total Contacts by Time Slot

Learn How MCI Reduced Billing Errors and Improved Customer Satisfaction

Sean Anderson — Thu, 31 Dec 2009 18:10:58 +0000

In this case study, MCI, a leader in the wholesale telecommunications industry, wanted to reduce the administrative burden of reporting and billing as well as improve the speed and access to customer information by consolidation data from multiple source systems.

By deploying Business Objects Enterprise Business Intelligence and Web Intelligence, MCIwas able to provide customers with 24/7 access to critical information and:

Reduce billing errors
Improve customer satisfaction

Customer Testimonial:

“Business Objects supplies us with much greater detail on how our communication services are consumed. We have a much broader vision. For example, we can track the trends and variances of our customers’ calls.”
Ron Briggs, Senior Business Intelligence Analyst Supporting Wholesale Services, MCI

You can view the entire embedded case study below. Alternatively, if you prefer to download a PDF copy of the case study to your desktop, please click on the link below to download the PDF file from SlideShare.

MCI Business Objects Case Study

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Sample Xcelsius Call Center Dashboard

Sean Anderson — Thu, 17 Sep 2009 05:03:09 +0000

This sample interactive Xcelsius dashboard for a Wells Fargo Call Center uses a combination of a real-time issue ticker, line charts, pie charts, geo heat maps and scorecarding to supply call center management with important data regarding:

Call Volume and Types
Average Wait Time
First Call %
Outage Summary and Seriousness

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