Visualising data provides clarity, increases engagement and delivers unexpected insights. A rapid and adaptive approach to building visualisations can help you realise value with a minimal investment.
David and Ray shared thoughts and client stories from work in Perth and Melbourne at an evening briefing in Perth, Western Australia, on 29 October 2013. David is a lead management consultant with a mathematical visualisation bent (find him on LinkedIn or see his blog). Ray is a lead developer consultant who enjoys thinking up and building products (twitter @grassdog).
9. IMO Goals
Facilitate competition between power
generators and retailers
Encourage private sector investment in power
generation and retailing.
Support the development of sustainable
energy sources
25. … I am a developer and
would be interested in
accessing your data...
...can I just say how awesome
the IMOWA data visualisation
page is! … take that NEM …
31. What does
a big Call
Centre
look like?
200,000 calls each day
10,000 agents
500 products
24 hours
7 days
32. The Problem
It’s so big, we don’t have a clear
picture what it looks like now, let
alone how to improve it
34. We also saw…
Surprises in demand and supply
Data issues answering queued calls
Same-queue transfers
lls,
ancies, very long ca
Plus: timing discrep
,…
gent skills, etc, etc
mischaracterised a
40. Takeaways
A fuzzy visualisation helps you
discover questions
Visualisation gives insight on
operations and on data quality
You can rapidly evolve a very
complex visualisation
41. Call Centre Summary
Undertaken as part of a major programme
2 weeks to build
Used “Processing” software
Accelerated learning reduced programme
duration & operational improvements were
realised sooner