Conference Presentation

Stop Your Fire Drills and Control Your Future

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This breakout session will discuss how the foundation of a metric-driven support organization can evolve into a prescriptive forecasting model. Prescriptive analytics can be used to forecast customer satisfaction, customer temperature, case volume, and operational efficiency. When a prescriptive model is put in place, an organization no longer relies on its lagging KPIs. Prescriptive analytics will be able to accurately identify the leading KPIs and when it is appropriate to take necessary action to control the health of the organization and the overall customer experience.

Presented By:

Daniel Harshman

Business Intelligence Analyst, Brocade

Matthew Duster

Senior Manager, Brocade

Publish Date: October 21, 2014

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