IT Solutions Blog

"Always deliver more than expected.” — Larry Page, co-founder of Google

The Contact Centre often plays a crucial role in delivering on the “excellent customer service” promise to which all enterprises now aspire. Having worked with numerous customer service led organisations I am well aware that the Contact Centre sits in the middle of an ecosystem of various IT applications and that integration and insight from data are key differentiators that can mature organisations from good to great.

Whether you work in engineering, fast-moving consumer goods, retail or other industries, fantastic corporate performance is heavily dependant upon a robust and agile supply chain.

Many organisations track and measure the variance between budget, forecast and actual gross margin, often with the ability to drill into variance degrees of detail and dice and slice data in a plethora of ways. However, I have been lucky enough to work with a series of great management accountants in my career and they introduced me to the concept of Gross Profit Variance Analysis that provide insight into why an target was missed. This technique delivers real insight into what is influencing profit variation. Are targets missed (or exceeded) through decreased sales volume, sale price reduction or cost increases.

One thing that all companies have in common is an abundance of methods that generate data from IT applications, equipment, machinery and intelligent monitoring devices. What to do with such data, that is the real question.