12: Infrastructure

Visualizations are where the payoff is at in finding and analyzing the voice of the customer. Management uses visualizations to understand what is going on in the call center.

There is an irony however in the creation of the visualization. The irony is that the visualization is only the tip of the iceberg. In order to create the visualization, there is a whole infrastructure of work that has to be done first. 95% of the work is done before the visualization is done. The act of visualizing the data is only 5% of the work that is needed. Fig 12.1 shows this irony.