101934IMPACC - IMProved Analysis of Contact Centre performance for non-technical usersClosedCollaborative R&DInnovate UKThe data gathered in modern industrial workplaces is often inaccessible to non-technical people who work ‘on the shop floor’, yet these are the people making important decisions every day that impact on companies’ bottom lines. Customer Service IP, a performance analytics specialist in the contact centre industry has partnered with Logic Programming Associates, a specialist in developing expert system technology, to tackle this problem by making management reports easier to use for non-technical people. This is achieved by automatically analysing management information, and then only displaying the most important facts, so that opportunities are not swamped by too many numbers, using a novel reporting methodology to help non-technical people to read and digest information.