Knowledge 2020 - Achieve continual service improvement with Performance Analytics

[D van Heusden]

Free Knowledge 2020 content available to anyone with a Now Learning account!

Achieve continual service improvement with Performance Analytics - PA202 - LAB1125

Focusing executives, service owners, and front-line workers on the same business outcome is not an easy task.

This lab is an end-to-end look at how you can use leading and lagging indicators with Performance Analytics to build dashboards tailored to each type of stakeholder, ensuring all levels of the organization are working together to achieve your desired outcomes.

You’ll create and manage indicators with targets for executive dashboards while using time series charts with indicator relationships, breakdown dashboards, and workbenches to deliver service owner dashboard needs.

You’ll use text analytics and Spotlight to provide front-line workers with dashboards that connect to the executive-level goals.

We help you walk away knowing how to deliver the perfect set of indicators and dashboards to help each persona stay focused on achieving organizational objectives.

Finally, we show how Virtual Agent, Agent Intelligence, and Performance Analytics can provide 24/7 contextual information to the end user such as expected process throughput times and backlog.

Enroll in the course on Nowlearning: Click here

View the Guidebook that is part of the course: Click here

Watch the lab's teaser video below for more information: