Call center management is both Arts and Sciences. While driving moral and setting up strategies is more about Arts, staffing and servicing level configuration based on call load is in the domain of Sciences.
The science part of call center managemen…
“Welcome to the English summer.” “In the US you have climate. In England we have Weather.” These are just two of the familiar phrases I heard yesterday during the SAS Professionals Convention held at SAS UK in Marlow. The weather changed from sun to dark clouds to rain and even […]
Now the summer has begun, Olympic fever is starting to rise in many countries. In the meantime I took a look at www.databaseolympics.com to the results of last summer Olympic Games in 2008 in Beijing. I wondered if it would be possible to discover patt…
The TIOBE Community Programming Index ranks the popularity of programming languages, but from a programming language perspective rather than as analytical software (http://www.tiobe.com). It extracts measurements from blogs, entries in Wikipedia, books on Amazon, search engine results, etc. and combines them into a single index. … Continue reading →
While traditional statistics courses teach students to calculate intervals and test for binomial proportions using a normal or t approximation, this method does not always work well. Agresti and Coull (“Approximate is better than “exact’ for interval …
This week (July 10-12) the SAS UK Professional Convention takes place at the SAS UK Headquarters ( Marlow, England). I’m hearing there are record numbers for attendance – so it should be a happening gig. Already the Tuesday session has filled up! Focus is Big Data – There’s More Than That! Here’s some highlights and you can find a complete agenda here. Information is Beautiful (David McCandless) whose blog and book Information Is Beautiful are dedicated to visualising ideas, issues, knowledge and data – all with the minimum of text. SAS Visual Analytics demonstration, which I hope is similar to the one from the SAS Global Forum. It was really amazing. Wed. Breakout Session Topics Analytics Architecture Customer Intelligence High Performance Hints & Tips Information Management Business Intelligence I’ll be presenting a paper about using Google Analytics with the SAS BI system, which Angela and I presented at SAS Global Forum. It really helps the user understand how data can be moved from outside systems, manipulate, and surface in the SAS BI tools. I’ll have some books to giveaway to a few lucky attendees! Guy Garrett, who has been a guest blogger here, also will be talking about implementing a BI strategy […]