Thank You!

would the end user deciding on an atm to use based on fee, safety, etc. be an operational decision?

Decision in mind = end result you are looking for?

is the amount of social data greater than the amount of mobile data?

how big of a factor did the increase/improvement in ability to quickly transmit data play in this?

what would be the principle cause for the tremendous increase in the amount of big data?

is big data the same as meta data?

just catching up on webcasts missed!

Just catching up on the missed webcasts !

I learned some things I never considered. As always it was worth my time. Thank You

howdy

,

/

.

thanks

hmm

Thanks, James for the wonderful presentation

Datas are avialbile in and around us, but how we can convert it in to useful information is the biggest challenge

Now, audio is fine for me

Anyway, i can go through the PPT

aum, i dont have chrome

Thanks, James!

@Gigi-Chrome needs to be the undisputed favorite browser used here!

@Gigi-Firefox has some serious issues on the live feed but on replays it works just fine

@Gigi-Try using alternative browsers or reloading your page

@Susan-Yes u r aamzing(as usual)!!

am not getting any audio

hi all

@aum: always!

@Susan-Amazing! Multi-tasking at its finest huh???

@aum: tomorrow we have the little garduation party after class.

@aum: :D yes, I am getting ready as we speak. 

@Susan-You are a very,very Good student! Undoubtedly!!No sleep for you today?

@aum: :D thanks! I am a good student.

I really liked what James had to say on Slide 30,Risk is not acquried in Lumps,its acquired one item at a time! So True!!!

@Susan-I know how hard you work! If ever our classes here were graded on basis of hardwork you would score 110 percent!!!

bye, Gragg

bye, kasi

bye guys

Great Presentation! Thanks so much!

Thanks, @James!

@Mitch-What about in Businesses where IT department is overloaded/Non-existent?

Very interesting.  Thanks!

Alright, looks like we are all done. Thanks to everyone, this was fun!

Bye

James Taylor
CEO, Decision Management Solutions
james@decisionmanagementsolutions.com

Blog: JT on EDM

@James-Yes.But even there;dont you feel that experts will help to increase adoption process a lot further?

aum007- Most definitely, it's the responsiblity fo enterprises to  be sure their analytics are effective. Vendors can only do so much. 

@James, thanks for being here sharing the knowledge 

@mitch @aum007 I like to do integraiton and quality decision-first. Find the decisions that matter, work out what a good one looks like, work back from there to see what data and what data quality is required to improve it.

@mitch-What do you feel about the Self improvement process involved here in Analytics?Should it be restricted to the vendors alone or to the company which implements the solution also?

@aum: thanks! I might. I just like all things interesting

@micheal-great having u here!

Thank you Mitch ! See you again tomorrow.

will we get t shirt

@James-Another issue with Data Integration is that who decides on Data quality/Selection,etc

We often say leave it totally upto the Software but that does'nt work entirely.Too many hassles in that solution.

Thanks for coming, michaelthang2008! Look forward to seeing you again. 

Thanks ! See you all tomorrow.

@James-how do you define EDW?

Thank you very much. Until next time.

James you talked about the need to be selective in integrating data sources. How should companies go about deciding which ones ot integrate?

@kasi, see you tomorrow. 

@Susan-I dont know anyone here who reads more on 7DEE topics than you!!!I am sure you will be telling us  a lot more on this intriguing topic in the future!

thanks for everything

@James: Indeed! :) Thanks

@James-Yes.I agree.

Almost out of time here - last couple of questions perhaps?

@Aum007 probably not until the outsourcers see embedding this as a source of competitive advantage and so go ahead and embed it.

James - Nice. Thanks!

@Susan Quite - it is the decisions an organizaton makes that drives its results. Better decisions, better results!

@James, Thanks for the links:)

@James-But do SMBs have the cash for this level of outsourcing?I am doubtful

@Mitch I just finished a case study for Teradata on the topic of call centers and profit centers - http://jtonedm.com/2012/05/29/beyond-the-data-warehouse-a-teradata-case-study/

@msalvatini-You have no idea the learning never ends with 7DEE!!!

@aum007 yes resource to build predictive analytics still fairly severe. It's getting better with more cloud-based and automated modeling tools available but for SMBs you are really looking for third party services/software that embed and use predictive analytics rather than building your own I think. At least for now.

@James, yes, of course, I thought it in the best positive cases. Without improving decisions nothing can be actually improved, right?

BTW if you want to keep up with my thinking day to day you could check out my blog or Newsletter :)

James, I'm interested in examples of companies using their call centers as profit centers. Do you know of any?

There is another critical issue aboyt Predictive analytics that nobody wants to discuss-It can be extremely resource intensive(especially for SMBs).

Great presentation, thanks!

Thanks @JamesTaylor & Mitch

@James: Thanks for the while paper :)

@Susan Fourtane well better data collection MIGHT mean better customer service, but only if the data is being ued to actually drive better decisions!

@Mitch-Diverse need not always be better!!! Sometimes it may just mean more scalable data.

@Mitch @django1 I am not sure I would disagree with the characterization so much as regard it as a maturity curve. Each piece of data added to the EDW does not need to go through that sequence but most organizations will! Gradually companies become more and more decision-centric (white paper on this here)

and better data collection means better customer service

@James-Yes thanks for your input! But are present automation solutions accurate enough(to pick up various idiosycranacies between different cultures) and also to take care of hundreds of maybe overlapping Compliance mandates?

I can see that: Diverse and widespread call centers = more diverse and better data. 

Great!

@aum007 actually the more diverse and spread the call center the more valuable the automation of decisions. Ensuring compliance, effectiveness and learning across disparate call centers is almost impossible but a decision management system can do it.

James, @django1 made the following point in chat during your presentation: "Stages of data warehousing as I learned in my Teradata classes:

"reporting (what happened), analyzing (what is happening), predicting (what will happen), operationalizing (what could happen),active data warehousing (make it happen)""

Sounds like you might disagree with that characterization?

@aum: two years sounds like an eternity when we talk technology

 do u mean the slides @james

@Mary Jander flexibility and continual learning is key to analytic value. If you don't keep assessing your decision-making and refining your analytic approach the value you get will decline for sure.

@aum: thanks! 

This was a great session, I need to rethink what I learned in enterprise data warehousing, how it now fits into the realm of BIG and FAST and UNSTRUCTURED data

@Kasi Big data works best when applied in operations; improving operations means improving operational decisions; operational decisions are high volume, increasingly real-time so must be automated; applying predictive analytics to big data let's you apply the data to improve these operational decisions; best kind of systems for doing this are agile, analytic and adaptive; more in my book.

@James-what abt the issues involved when Call centres are spread across various Geographic and Compliace jurisdictions.Wont stuff become more complex then?

James, is there rule for indivudal judgment? Intuition? Experts?

@susan-there is plenty of variety available between various call centres.No doubt abt that!

not yet clear

@Mitch well the reality is that the world keeps changing so no decision ever stays perfect long! one of the reasons an adaptive system is so important is that it continually challenges your decisons to see if better ones are possible or if previously "perfect" ones have degraded.

It certainly seems that there is no finalizing analytics. The approach has to stay flexible and elastic.

Of course, you also run the risk of repeating the mistakes that "efficiency experts" made more than a century ago -- thinking that if someone succeeds by turning a screw with their left hand, then everybody should do it that way. 

thanks

@scb, that should also change drom call centres

@Mitch while I know how many in a group fairly accurately, I am not making decisions about a group. I may know that 70 of 1,000 applications are fraudulent but I need to know how likely it is that the NEXT application is fraudulent. That's never going to be black and white, I am going to get a probability or score that I can use with other data to make a good decision. Uncertainty about THIS transaction turned into a probability about THIS transaciton.

With regard to operational decisions, theoretically there's an opportunity there to just keep iterating, making minor changes, until they're perfect. 

good day

thank you, bye

@batye, good day to you

join the cl @scbub

good day to all

can u summarise the good points today @JAMES

@Mitch, Tim thinks he's in Blade Runner for the BTR credits music :D

thanks.

some call center data structures are so long and complicated, consumers just hang up without resolution

thanks again for presentation and discussion points bye now

very informative! Thank you.

@DEWacht great point. All too often organizations are ignoring what they learn from prior decisions to improve the next one. With operational decisons you make so many that the value of this is hard to underestimate. Capturing data baout decisions made and the outcomes that result and feeding this back into the system is an important step in the maturity curve.

@susan-I do.It will take atleast 2 years more and that also not before we get more responsive CMS and ERP systems in place.

thanks

Mitch - Yes, there needs to be a healthy tension between making new decisions to solve problems vs. handling the way it was handled before. This is a big issue in compliance-driven environments.

good info thank you

nice@kim davis @james taylor

@James:" Most are not yet using decision management systems to improve interactions nor are most capturing call center notes in a usable way but it is beginning to change." << Do you have a prediction as from when this will change making it more common?

James, you said predictive analytics turns uncertainty into probability. But it seems to me that predictive analytics turns uncertainty into certainty. We know that out of every 1,000 customers, N will do X. Am I wrong about that? 

Seems to me that if organizations aren't paying attention to the potential for call center data, they're missing out.

listen to summary

@Kim Davis trust is an issue for sure. Couple of thoughts on that. First thing is that it depends on the way the decision is currently made. If people in the call center are frankly guessing today then if I can give you a 60/40 probability you will be ahead! Second many of the decision management systems I work with explain their reasoning, including the basis for their predictions, so that the consumer of the decision can see how and why it was made. That tends to help adoption too. Finallly and most importantly if the decisions are being made in a way that makes the user more likely to hit their personal objectives they will rapidly come to trust it - if it works they will trust it :)

y focused???

I missed something. Why are we talkinga bout Blade Runner? :)

Thanks James.

@tim, I think it's especially annoying

this is a great idea of a smarter business

no videos

DEwacht - Ah, yes, good point. Of course then you get into the trap of doing things a certain way because that's the way you've always done them. 

Blade Runner....  HA!

nice sir

@james taylor

Mitch - not a specialized term. Just mine for how does the organization factor in a decision made last week in a different part of the business for a similar decision point. Are we re-inventing the wheel each time a decision is made?

With this music, now I feel like I am in Blade Runner.

@Iduckers, now we know. ;)

@Mary Jander I see more and more organizations trying to make the call center a profit center not just a cost. Those folks see gathering, capturing and using the data from the call center as valuable. Others, as you note, tend to focus on minimzing call length. Most are not yet using decision management systems to improve interactions nor are most capturing call center notes in a usable way but it is beginning to change.

I didn't know James Taylor was into techno..  LOL!!

@James-Much appreciated!! you were a great speaker!!

great presentation

Thanks.

DEWacht - What do you mean by decision precedent? Is that a specialized term in analytics that I'm not familiar with?

whoooaaaa!!!  funky music!

great presentation

@skyearl-Livestream will work for sure.

THANKS!  GREAT LESSON.

@bob-yes he really knows his stuff!!

James: You spoke about replacing uncertainty not with certainty, but with actionable probability.  How do we get used to trusting results which are uncertain?

With big data, predictive analytics, etc. for use with operational decisions, where does decision precedent come into play?  

@wdm-maybe because you are a big-big fan of the movie???

@James Taylor - thanks for the clarity on 35. Good presentation!

Good question, Mary!

Thanks for coming, eahurstjr

@James: Thanks! Nice presentation and slides. Don't worry, too much info to pack :)

@James: Do you think that garnering analytics from call centers is a tactic that is catching on with enterprises? If so, do those enterprises need to make sure they're not cutting off the callers too soon in order to meet call quotas?

@boblandes - too late!

Thanks @thinkernetter  I will be there

Can anybody help me get the file for this dubstep remix?

Do we have any questions for Mr. Taylor from the community here? If not, I sure have a few.

Slide 35 - the end result is to build system, decision management systems, that are agile (so they can be readily changed by the business without delay), analytic (embedding predictive analytics to improve decision-making) and adaptive (so they can support test and learn and other adaptive approaches to improving decision-making over time).

I enjoy listening also to the replays.

Thank you Mr Taylor for presenting today.  See everyone next time.

Thank you. Good presentation, more learning.....

Slides were very well done.

in 30 looked like several blue ones left for us

@james  what is the book?

Vksanghani - Next presentation is toomorrow at 2 pm EDT> 

Thanks for the info.

@django - In his mind he's gone to Carolina.

Thanks to Mr. Taylor for his time... 

thanks for the presentation!

thank you

thanks fo rlink to book and sample chapter

Thanks for the complements - sorry about running out of time. You'll just have to buy the book ;-)

Great presentation with a wealth of information. Thanks!

Glad I registered - when is the next one?

bye

Thanks for the presentation. Nice end-credits music.

Welcomed, James, and thank you!

@bob, what about the blue ones? 

Thanks

Thank you. It was a good presentation. It matched very well with my own experience in handling huge volumes of data. Please explain slide 35.

Glad ot have you, mpouraryan!

Many thanks for the presentation!

Did I miss any questios while I was talking? If so, ping me again with them!

Looking forward to some questions

Thanks Prof. James Taylor & Mitch.

I thought I would hear the professor sing "Sweet Baby James"

Thanks

Loved the talk, too short as always, great slides, will have to get the book, have a great day folks, gotta run!

dissaponting that James was cut off

Very good information...too much for 1 session

Well done. Thank you.

yes thanks

once again another insightful presentation....glad I "dropped in. :-)

And now we go to text chat. Welcome, James!

Thanks!

thanks all gotta go....

thanks for the information!

Thanks

me 2. :-(

Great job!  Thanks.

Thanks!

@Vk... do you have the slide deck? They are available for downloading from "Special Educational Materials" above this chat window, next to the lecturers photo

Toto, I don't think we're in Kansas anymore.

i liked 35

Slide 36, another book I need to read . . .

7DEE Please move these to the Livestream HD platform

he ate the rd ones

@Vk... Yes, the audio will be available in the archive immediately as the live audio finishes. You find it from this link or from the class schedule 

And the slides have comments, they are really good slides

It's grat - easy to ee why he's CEO

@Susan - was that the red one or the blue one?

Those are marbles not M & M's and 7 more slides.

Yes, you can listen to this later from the archive link

Is the audio going to be recorded for later?

@kasi: Not that much

@second wind, great!

@second wind Can you hear me now????? Lol

wb Second Wind. 

why do I keep visualizing "Blade Runner" ?

@bob, save me some red ones :)

how many remaining

I made it back.  Thanks.

like m&m's

slide 30

Really are there massive memory leaks in the new Google Chrome toaster oven V5.2 ?????

This is excellent content at its best

I like mazes

@aum:  but immediately jumped into the topic :D

Ha!

@aum: I didn't start this time :( 

@Susan-Do you have to talk abt Food again?

good one :)

slide 29

lol

slide 29.

interesting

@skycarl - you mean the massive memory leaks in them....lol

:)

@django1 10THUMBS UP on that joke

thanks.

@django, if you have to update your toaster at breakfast time, it's better to switch to cereal :D

knowledgble

good info

interesting

yes quite informative

thanks @tim

@StuartOGoldman - LOL!

@renassaince, almost :)

@renaissance2000 - you just need to know enough about rockets to stay out of the way of the exhaust...

@aum, imagine if you have to "update" your toaster  when you are getting ready to have breakfast! bummmer!

Anyone here with Adobe???? Fix those dang Shockwave and Flash Players!!!!! :-[

first rule of being a rocket scientist: don't smoke.

nobody wants to talk abt complex IT systems have become on their own today!

interesting

slide 28

Very scientific, do we need to be rocket scientists

@Mary-I am not sure;you do that effectively on the Call Centre side.too many incentives are tied up that ways.

28

@JeffT:  If it doesn't work, switch browser, Chrome works well. If Blog Talk Radio is blocke by your firewall, wait until you get home and download the audio from the archive from this same link or from the class schedule.  :) 

Re: status fo flight -- nice!

I'm using 64 bit Dell Precision Laptop and it works fine IE extension for Chrome

But I wonder whehter James will agree with that.

Thts the problem with Software.Its just become too complex today!

Yay! IVR systems! :)

Thanks, I'll try. 

@Mitch: Good point. There's also a need, though, for call centers to stop demanding that help desk personnel not run through calls to terminate them too quickly. If there is no quota of calls to complete, more input can be obtained for analytics.

@kasi - 27 or 28

The solution is IE extension in Chrome for 64 bit system

prolonged buffering again

@Mitch, that's true. You can get of lot of feedback on your product from the call centre

Isn't working for any of them with 64 bit machine.

slide 27

Second Wind - Try refreshing the page. If that doesn't work, try a different browser. If that doesn't work, your network might have blocked streaming audio, in whcih case we can't help you, but the audio will be archived here immedaitely after the presentation. 

We've done targeted marketing messages on ATMs, "segment of one"

@Mitch - makes sense.

which slide he is on

@skykarl-try reloading the page.If tht doesnt work then move to an alternative browser

@Socondwind use IE or IE extension in Chrome

One of the most intriguing points I've heard recently is taht companies should treat their call centers as a research opportunity rather than a cost center.All those people calling with problems are helping you improve your product. 

@kasi: You're welcome :) Sound and everything okay for you?

using firefox

@kim

@Mitch-I feel sorry for you! Dealing with Tech issues again and again is no fun(from one developer to another).

Chrome in 64 bit OS has issues

Unable to hear anything.

@aum007: Informative presentation

@Kim - I have successfully used FireFox for Internet Evolution in the past, but happen to be on Chrome today.

thanks

@susan thanks

ofcourse

Hey, Ashish -slide 27

IE extension in Chrome works

@Mitch, I am on firefox 15.01, everything working fine

@Kim: As far as I know, some people were having trouble with FF. Chrome works super well. 

Wow! we have a lot of slides for this ppt for sure!!

No.  I had to move to IE to get the sound at all.

@Tim: great!

Slide 26

Is anyone successfully using Firefox?  Just want to check if we have a general problem there.

@Susan - I am thanks.

Good!

Chrome is working well.

@Tim, you're welcome. :) Are you fine now with audio, and everything?

Thanks slide 25

24 soon 25

@hounhosp ;-}

Slide 25. 

Having mgmt make a decision and move forward is a problem in my organization

Thanks @Susan

what slide is he on?

@dtrump, you might need to refresh or try another browser

As for lmiting participation -- how? You're participating right here. 

@Mitch, of course. I thought perhaps someone may have piped up.

tmdonohoe - There are visuals with this presentation. You can download the slide deck at the link above and follow along. 

Yes you need a plan to move forward

Mary - No, we'll hit him with it on chat. He's busy. :)

No video or audio. Just this board.

Does starting with a decision in mind bring bias to the analysis?

@django1 - Sounds like our current speaker might disagree with that model. 

This presentation limits participation. Visuals always strengthen the points being made. I have seen more and better programs given where the industry stands today.

@tim: I get you!

Throw money at it eh

@Everyone: yes, it's a live audio Webinar. No video today. Live chat later with the speaker. Hold your questions. Slide deck you can find above this chat window: Special Educational Materials, slide deck- If you can listen to audio, refresh your browser. If it doesn't work, switch browser, Chrome works well. If Blog Talk Radio is blocke by your firewall, wait until you get home and download the audio from the archive from this same link or from the class schedule. Any questions? ask. :) 

I'm virtually virtuous. :)

@Mitch: I lost connectivity for a few minutes. Was your question about fraud detection answered?

thanks for slide number

'