Jumping The Curve

In 2016 we built a customer service analytics proof of concept application. The idea was to shift the analytics paradigm from reporting random metrics to first setting performance goals, then scoring progress toward those goals. In other words, shift mindset and workflow from mining to refining. This project came from discussions and questions I had with a support manager and a digital marketing media buyer who were having trouble using their data to move the needle.  The support manager worked at a start-up, was new to the role and did not know where to begin. The media buyer worked at a […]