Visualization Hub in High Demand, Yet Questioned for Necessity

In a bid to enhance decision-making and streamline workforce management, Cisco Webex Contact Center has taken a significant step by requesting the development of an analytics package. This innovative solution, designed with a user-centric approach, aims to provide executives with valuable insights into their workforce.

At the heart of this initiative is the belief that solutions should be tailored to fit end-users' thinking and working habits, rather than forcing them to adapt. By adopting this philosophy, it's hoped that the new analytics package will lead to more successful results.

The process begins with high-level questions, but the key to success lies in the specifics of workforce management. To this end, the team designing the package will engage in direct research, such as shadowing or weekly meetings, to gain a deep understanding of end-users. Hours of conversation are often required to gather the rich insights needed for effective design.

The proposed analytics package will include descriptive analytics, such as current employees, requisitions, and attrition/terminations. This data-driven approach will help eliminate anything that doesn't aid executives in their decision-making process, ensuring that the package is lean and efficient.

However, it's not just about the data. The shift from a data-centric approach to a user-centric one is essential for better designing analytics that aid decision-making. For instance, a morning summary email or text message highlighting critical metrics could be a more effective solution than a dashboard. Dashboards have their place, but they should not be the default approach; solutions should be designed to deliver information at the right time using the most suitable methods.

Moreover, follow-up or recurring meetings are critical for solidifying knowledge and refining approaches to meet end-users' needs. Without shifting to a user-centric approach, it's difficult to know if solutions add value or are unused.

With the standard for enterprise data analytics and visualization including tools like Power BI and Tableau, Cisco Webex Contact Center's new analytics package promises to be a game-changer. By understanding how executives think and make decisions about their workforce, the package is poised to provide actionable insights that will help executives make informed decisions and drive the success of the company.