Yesterday’s post talked about using customer contacts as a real-time proxy metric for friction in the business, which could also be a directional indicator for customer experience.
That got me wondering what other proxy metrics might be used by to provide predictive indicators of what’s happening in your network, OSS and/or BSS. Apparently, “Colt aims to enhance its service assurance capabilities by taking non-traditional data (signal strength, power, temperature, etc.) from network elements (cards, links, etc.) to predict potential faults,” according to James Crawshaw here on LightReading.
What about environmental metrics like humidity, temperature, movement, power stability/disturbance?
I’d love to hear about what proxies you use or what unexpected metrics you’ve found to have shone the spotlight on friction in your organisation.Read the Passionate About OSS Blog for more or Subscribe to the Passionate About OSS Blog by Email