IBM Kenexa Customer Service and Technical Support

Head Of Culture & Engagement at a financial services firm with 1,001-5,000 employees
Technical support is interesting. Like many organizations, we've found value in looking at structured and unstructured data. Over the past few years, we've been increasingly using open-ended questions to collect the base comments. We've been quite successful at it as well, to the point where we have received 67,000 or even 80,000 comments, as well. We get those comments, which is great. What we've been doing over the last few years, as we see an increasing number of comments coming through, we're having to think differently about how we're going to analyze all this information and remove the bias and the personal interpretation out of the process to really get to the insight. Up until last year, we basically pulled together a group of willing HR graduates to work with us for a certain period. We got some fantastic insights. What that showed us is the power of really looking at this data in a different way, not just allowing 80,000 comments to kind of go out and dissolve into the business because you'll never really understand the collective value and insight that can provide. What we've been doing over the last 2 or 3 cycles is to use the verbatim analysis tool. It's still a learning process for us as well. What we have found is the ability to be able to analyze the data in no time. If we're asked a specific question, and what we've found as well is that the more specific the question can be, the better the outputs from the survey tool. We are now at a point where we don't use any extra resource. We don't use anything at all so we've been able to stand those HR graduates down from the process. We can stand leaders and line managers who are enabled to read all their comments. What we get is, what are the questions you want to answer out of the structured data? We'll go down the structured data and find out the answer. What we're doing increasingly is linking them together. How do people feel through the numbers they give us? What is it they think and say in terms of the words? Drawing that together has been incredibly powerful for us. View full review »
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