Calvin Goh
Customer Experience Insights & Optimization
Portfolio demonstration of advanced analytics delivering actionable insights and strategic optimization for customer support operations
Data Analysis & Strategic Insights
Based on comprehensive analysis of 25,000+ customer interactions across 5 channels
FCR Performance & Cost Impact
FCR improved from 79.6% to 81.9% over 6 months, with current rate at 80.9%
Cost Impact: 2.3% FCR improvement saves ~$561K annually at $4.88/interaction
Channel Efficiency Analysis
Chat leads efficiency (4.15 score) with 82.8% FCR, while phone costs 3x more ($8.50 vs $2.80)
Opportunity: Shifting 20% phone volume to chat saves $1.4M annually
Volume & Performance Trends
Handle time improved 10% (16.5 to 14.9 min) while maintaining 3.66/5.0 CSAT
Agent Impact: Satisfaction rose from 4.2 to 4.6, correlating with efficiency gains
Real-time Performance Dashboard
Avg Handle Time
- min
FCR Rate
-%
CSAT Score
- /5.0
Current Queue
- calls
Total Interactions
- today
Active Agents
- online
Channel Distribution
Channel Performance
Issue Category Analysis
Monthly Performance Trends
Top Agent Performance
Recommendations Based on Analysis
Strategic proposals derived from pattern recognition and data insights
Web Form Channel Optimization
Web forms show 24.1min handle time (55% above average) with lowest efficiency score (1.841)
Recommendation: Implement progressive form validation and pre-populated fields for repeat customers
Expected Impact: Could reduce handle time to 18-20 minutes (matching email performance)
Agent Performance Gap Closure
Top performers achieve 98% FCR while bottom performers range 41.8%-64.8% (56% gap)
Recommendation: Implement buddy system pairing top 5 performers with bottom 10 performers
Expected Impact: Target 15-20% FCR improvement for bottom quartile within 90 days
Email Channel Efficiency Enhancement
Email shows 18.8min handle time (3.3min above average) with lowest efficiency (2.355)
Recommendation: Deploy email template library for top 5 issue categories (73.9% of volume)
Expected Impact: Reduce handle time by 20-25% to match chat performance
Billing Process Automation
Billing inquiries represent 14.9% of volume (744 cases) with 15.6min average resolution
Recommendation: Deploy automated billing chatbot for account balance, payment history inquiries
Expected Impact: 60-70% of billing inquiries automated (1,800+ cases annually)
Cost-to-Serve Analysis & ROI Measurement
Performance optimization results and future growth opportunities: Our 6-month efficiency initiatives reduced costs 11% while improving service quality 7%, establishing foundation for $1.4M additional annual savings
Channel Cost Comparison
Current State Analysis: Channel efficiency gaps reveal optimization opportunities
Cost Efficiency Over Time
Proven Results: 6-month operational improvement trajectory
Next Phase: Scaling Proven Methodologies
Building on demonstrated 11% cost reduction success, these initiatives target an additional $810K in annual savings using validated optimization approaches
Channel Migration Strategy
Shift 20% of phone volume to chat and email channels
First Contact Resolution
Improve FCR by 5% through agent training and knowledge base
Agent Utilization Optimization
Implement skills-based routing and workforce management
Self-Service Enhancement
Automate top 5 repetitive inquiries with AI chatbot
How I Built This Analytics Solution
Strategic Architecture Decisions
🚀 Static Generation for Performance
Chose static data generation over real-time APIs to ensure sub-second load times critical for executive dashboards. This architecture handles 25,000+ interactions with zero latency.
📊 Chart.js for Scalability
Selected Chart.js over D3.js for 60% faster rendering at scale. Critical for mobile executives accessing dashboards on-the-go with consistent performance.
Data Engineering Excellence
Enterprise Scale
Engineered to process 5,000+ customer profiles, 75 agent histories, and 25,000+ interactions efficiently
Data Quality
Pydantic validation ensures 100% data integrity with comprehensive business logic constraints
Statistical Rigor
Implemented correlation analysis, trend forecasting, and anomaly detection using Python's scientific stack
Performance Optimization
Sub-second dashboard load times achieved through lazy loading, intelligent caching, and optimized data structures for enterprise scale
Scalability Architecture
Modular design patterns support 100K+ record datasets with horizontal scaling capabilities for enterprise deployment
Commercial Solutions
Professional synthetic data generator using this same technology stack, available for enterprise teams and analytics professionals
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Key Analytics Features
Trend Analysis
Advanced correlation and forecasting
Agent Performance
Individual and team analytics
Customer Insights
Satisfaction and journey mapping
Financial Analytics
Cost-to-serve and ROI optimization
Professional Tools & Resources
Enterprise-grade synthetic data generation tools for analytics teams and professionals
Customer Experience Synthetic Data Generator
Professional Python package that generates the same quality synthetic data used in this portfolio showcase. Perfect for analytics teams, software testing, and machine learning training.
Launch price
$19
Regular: $59
Commercial license
✓ Included
⚡ Early adopter pricing - increasing soon
Technical Specifications
Technology Stack
Perfect For
- Analytics dashboard development
- Machine learning training datasets
- Software testing and QA
- Training and demonstration
Output Formats
JSON
CSV
Quick Start Example
# Install and run in seconds
pip install customer-experience-generator
python -m generator --customers 1000 --agents 25 --interactions 5000
# Generates enterprise-quality data in JSON and CSV formats
Portfolio Skills Demonstrated
Technical Leadership
Full-stack analytics development from data generation to visualization
Analytical Excellence
Pattern recognition and business insight generation from complex data
Domain Knowledge
Deep understanding of contact center KPIs and optimization strategies
Strategic Thinking
Translating data insights into actionable business recommendations
Professional Impact & Career Alignment
Target Roles
- • Head of CX Reporting & Analytics
- • Senior Analytics Manager
- • Customer Experience Data Lead
- • Business Intelligence Director
Key Competencies Demonstrated
- • Enterprise-scale data architecture
- • Executive dashboard development
- • Advanced statistical analysis
- • Strategic business recommendations
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