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The National Customer Service Organization

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The National Customer Service organization has enhanced its customer service tools over the past three years. The customer service tools have been consolidated from 10 separate platforms into 1 tool that is consistent company-wide. This consolidation lent itself to the National Customer Service Business Intelligence department having the ability to analyze agent performance from a “One Comcast” perspective. Specifically, the evolution of business intelligence and performance dashboard capabilities from vendors provided a unique opportunity for the company to expand insights from headquarters directly to the users in the field. The continued evolution of dashboard functionality over the past few years now provides additional …show more content…

Although the advanced analytics professionals could pull the data together in one consolidated view via Tableau for the executive team, the underlying data did not lend itself to a larger deployment of Tableau. Business users that were outside of the IT and analytics profession were not prepared for the level of complexity involved in self-service analysis.

One of the trends in performance dashboards was that “Visual-data-discovery tools have become synonymous with self-service BI and are growing at three times the pace of the overall BI market” . Fortunate for the customer service team, the Tableau tool that had been implemented was reviewed as one of the top “Leaders” in the Gartner Magic Quadrant in 2013 and continued to expand its functionality. After the consolidation of the customer service tools under one system, the Tableau dashboard tool provided the infrastructure to expand insights across the organization in a more meaningful way. The business intelligence team, therefore, deployed Tableau to the field given that self-service BI was not only the trend in the industry, but because it was also the most effective and efficient way to relay insights and results. Within the field, the HQ business intelligence team first deployed the dashboard tool to the BI teams to provide them with the flexibility to slice the data in a multitude of ways to provide insights directly to their

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