Developing network-centric KPIs and Indicators In Q3 2009 Symantec and ValueNetworks.com began using value network business intelligence approaches with the intent of improving the web-based customer experience and reducing the need for agent-based support. Designed a report to automatically highlight cases predicted to fail the SLA, to prioritize these, and to suggest escalation approaches for avoiding the failure. The Value Network Insights application was used to evaluate and process data from Symantec's customer support applications. As a logical extension of ongoing efforts to synchronize agent - and web-based customer support, the primary goal of this project was to better understand [F1] the factors influencing customer usage of agent- and web-based support.

It’s not a planned approach, there’s no system, no check boxes. Yesterday I had afternoon tea with the girls – champagne, asparagus rolls, scones, cupcakes – in other words, the works. It was a pleasant and diverting way to spend a Saturday afternoon. We even had proper china tea cups and matching plates, a lace tablecloth and little silver tongs to pick

Here are some approaches I’ve found useful: Web crawls This approach maps and analyzes relationships between URLs. The existence and relative importance of relationship, connections or communication flows between individuals and organizations is described by these approaches. Example: When the Global Reporting Initiative considered its strategy for developing a South African network, we used social network analysis. Steve Waddell of Networking Action Excerpts from an excellent blog from ValueNetworks.com colleague and customer, Steve Waddell of Networking Action We can easily be overwhelmed by the complexity of large networks where there are many different organizations and people involved.