Recognizing that their call center solution's benefits could extend way beyond operational and cost efficiencies, the Bolder Thinking team looked to give customers real-time access to analytics on call center performance, something no other provider was offering. They needed a tool that allowed them to empower the operators, supervisors, and call center managers to (1) get quick access to data, (2) to do ad hoc reporting on the fly themselves, and to (3) significantly reduce their time to insight.
2. “We want to give
contact centers
answers, not reports.
They need to create
their own metrics.
GoodData’s power and
flexibility is speeding
time to insight and
winning us business.”
Nicole Hushka
VP of Product Development,
Bolder Thinking
team@gooddata.com 415-200-0186 @gooddataGet in touch.
G O O D D ATA C U S T O M E R S T O R Y | B O L D E R T H I N K I N G
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Bolder Thinking Live Dashboard.
All data has been genericized.
Speed to Insight Wins Business
Bolder Thinking knew that GoodData’s end-to-end platform supports the entire data lifecycle,
in addition to more data sources than any other solution, making it quick to implement and
easy to manage. Within six months, they released Advanced Analytics fully embedded into
their existing portal, with more than 200 KPIs that customers now can customize and monitor
on a daily basis.
Today, users can quickly and easily get visibility into their contact center’s talk time or speed
of answer averages. While this may seem to be a straightforward definition, each client
actually uses a unique definition. “We couldn’t develop standard metrics and expect all call
centers to accept our definitions,” said Hushka. “We needed to give our customers flexibility
and control to create their own terminology.”
Bolder Thinking has also recently launched an SOS widget, which gives customers a way to
provide online access to call center personnel through a web browser. If you’re shopping online
and wish to talk to a person, you can initiate a call from the e-commerce site and speak to a rep
through the speaker and mic on your computer. The GoodData dashboard will track KPIs such
as how many attempts callers make, and which types of shoppers are escalating to support
calls. In the future, Bolder Thinking plans to include video calling, in addition to voice calls.
Feedback has been overwhelmingly positive, with call center managers able to answer their
own questions, resolve issues more quickly, and discover who’s using web access to call
centers and why. They now also know in advance what staffing options will provide the most
flexibility and efficiencies; and can graphically compare an agent’s performance to their peers,
and see at-a-glance daily agent activities.
GoodData is helping win Bolder Thinking more business, with customers purchasing because
of the Advanced Analytics they offer. “After we demo what’s possible, customers have turned
the corner from researching our solution to purchasing,” said Hushka. “Multiple clients have
offered to forgo certain platform features in exchange for the Advanced Analytics. It’s the
insight that GoodData provides that’s helping sell our solution.”