by over 60 percent because it matches the right agents (based on
their strengths and knowledge in specific product and customer
categories) with the right customers. Now, if the company extends
this by allowing customers to define profiles of the agents it would
like to chat with, we will be moving closer to anticipation of de-
mand and resource needs and cocreation of value.
It must be obvious that in order to perform analytics for in-
sights, we need to focus on the visibility, granularity, accuracy, and
timeliness of data. Visibility to the processes is a necessary first
step. The premium paid by large businesses for logistics services
offered by UPS ...