The main reason for this change is because Support Analytics now has two distinct capabilities: Analytics Consulting and Analytics ProSourcing.

ProSourcing is simply the outsourcing of data analyses to Support Analytics.  One of the recurring themes that we have experienced in the past is companies not having the resources or knowledge to perform analytics at the level it is needed.  Another situation that warrants ProSourcing is when a key knowledge expert leaves the company without training anyone or leaving adequate documentation on how analytic functions were completed.

There are some other reasons that we have decided to provide this service to our clients, which can be found on the ProSourcing page.

Check it out and feel free to provide feedback!

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I want to thank you for your continued support. This blog is better because of you.

Support Analytics – ProSourcing is a post from the Support Analytics Blog

This video describes the new features for WordPress 2.6.  One of the best new features is the image caption feature to help with citing sources or describing the image.

As with the last upgrade back in May, please let me know (using this form) if you find any bugs with this blog.  Who knows, there may just be a prize involved!

Related:

• To download WordPress 2.6 click here
• To get detailed upgrade instructions click here
• WordPress For Dummies, Lisa Sabin-Wilson at Amazon.com

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I want to thank you for your continued support. This blog is better because of you.

DSA Insights Adopts WordPress 2.6 is a post from the Support Analytics Blog

I answered the phone to find a sales person on the other end asking to speak with the head of household, which was my first clue there was going to be a sales pitch coming.  I’m not sure what kept me on the phone because the only thing the caller usually hears at that point is the click of me hanging up.  Reluctantly, I said this was the head of the household (my wife may disagree, but that’s for another post).

After that response, it all became a blur.  The woman talked so fast and word-for-word from a script about how now was the best time to get replacement windows and their company was the best … blah, blah, blah.  I tried to get a quick, “not interested” reply in, but she was so fast in talking, I couldn’t get a word in.  I really wasn’t interested because I just purchased new windows six months ago.  Finally, I tried to interrupt with a, “Miss”, but she wasn’t even fazed.  She kept up at a blinding speed apparently in the “zone”.  Getting annoyed, I said again and louder, “MISS”, which again went unanswered.  Finally, I was really annoyed and just said “STOP” in the phone.  She seemed to be taken back a bit and stopped her tirade.  I informed her that I just bought new windows and was not interested.  Click!

Here is where the lesson comes into play.

If this woman had been nice, spoke in conversation or just a polite manner, I may have shared with her that everyone on our street is probably in the market for new windows because of all the houses are 20 years old with poor initial windows installed.  Also, I may have given her the names of probably five neighbors that I knew were interested in windows.  At almost $20k each, I guess that one call was a missed $100k opportunity for that sales person. 

If she merely asked nicely if I was interested and spoke in a civil manner, I may have shared this information with her.  Those sales probably would have made her year’s quota or at least a nice bonus. 

My guess is that she gets paid by the number of calls she makes or the amount of time she keeps someone on the line, which is a BIG mistake.  Compensation should be based on value and not an arbitrary number that may promote bad behaviors such as this one.  If all else fails, just be nice because it can go a long way.

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I want to thank you for your continued support. This blog is better because of you.

Possibly $100,000 left on the table is a post from the Support Analytics Blog

Do you want to win this book or a $25 Amazon gift card?  Jon’s blog at Peltier Technical Services is running an Excel contest.  Check out Jon’s blog for more details.

“Do you have an Excel model that you’ve developed yourself, for use in scientific or engineering applications? This could involve demonstration of a phenomenon, as in the model I posted in Physics Lesson. It could involve calculations about the performance of an engineered product, as Doug has performed in Newton Excel Bach. Is your model available for public download on the Internet? If so, respond to this post in a comment, with a link to the model. Your model will be entered in the contest.” (PTS)

Get your entries to Jon before the July 4th deadline.  Good luck!

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I want to thank you for your continued support. This blog is better because of you.

Microsoft Excel Contest! is a post from the Support Analytics Blog

Join in and download Mozilla’s Firefox 3 browser.  I recently switched to Firefox from IE and haven’t really looked back except to transfer my bookmarks.  BusinessWeek claims that they now hold nearly 20% of the browser market share.  Firefox 3 claims to have:

• Many new features like one-click bookmarking and a smart location bar (whatever that is…)
• Added security
• Better productivity like spell check, session restore and full zoom
• Much customization with over 5,000 add-ons

Today is the launch of version 3, so let me know if things don’t look right on DSA Insights with Firefox 3.

Good luck and Godspeed!

Download Firefox 3 here.

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I want to thank you for your continued support. This blog is better because of you.

Mozilla’s Firefox 3 is a post from the Support Analytics Blog

We are coming up on one week that DSA Insights has been on WordPress 2.5.1 with no known issues.  This image says it all; “Success. The first steps are the hardest.”  The hard part was preparing for the upgrade and ensuring that all the files were backed up.  I didn’t need them, but it was good knowing that I had ‘em if I needed to do a restore.

If you see anything out of the ordinary or something not working, please let me know.  There may be a little something for doing so.  Contact me here.

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I want to thank you for your continued support. This blog is better because of you.

Success! is a post from the Support Analytics Blog

I was using a very old version *cough2.0cough* of WordPress and it finally gave me enough problems to upgrade to the latest 2.5.1 version.  I had been planning on doing the upgrade for a few months now.  The actual upgrade only took a few minutes.  Backing up all of my files and determining which files were custom to my site took the most time.

Everything appears to be working and looking right.  Please let me know if you see anything weird or catch any bugs.  You can reach me using this form.

A special thanks goes to:

Jon Peltier for some semi-custom code

Nathan Yau for some tips on getting through the upgrade/backup smoothly

Related:

WordPress For Dummies (Amazon.com)

ProBlogger: Secrets for Blogging Your Way to a Six-Figure Income (Amazon.com)

WordPress Home Page

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I want to thank you for your continued support. This blog is better because of you.

Upgraded to WordPress 2.5.1 is a post from the Support Analytics Blog

RISK

I was enjoying a great round of golf at the Pine Hills (Jones) Golf Course in Plymouth, MA last week, when I came to a dilemma on one of the PAR 4 holes.  The yardage was about 320 with a wide open, but well protected green.  The source of my dilemma was which club to hit.  Do I take out my driver, which I can hit somewhat straight and GO FOR IT or do I go with a 3-wood or low iron and lay up?  Technically, regulation says it’s two shots to get to the green.  But, what do they know?

What would you do?  Without Risk there’s no reward.  Sometimes you just need to go for it! 

COMFORT

Hole #1 at my local golf course (Fairway Hills), where I play regularly, is a very short PAR 4 at about 319 yards.  The right club would be to hit a low iron or a 3-wood, both of which I am struggling with of late.  I often find myself going for the club I can hit the most consistently versus the club I should hit.  You may ask, so what?  In the short term, I may PAR or Birdie the hole using my driver, but over time, I will limit my progression.  Without practice and venturing out of my comfort zone, I will only get so good. 

My suggestion here is to try new things and practice them to improve your value over time!  There are always opportunities to learn new ideas, approaches, tactics, etc. to add to your toolkit or in this case, handicap.

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I want to thank you for your continued support. This blog is better because of you.

Sometimes, there’s no right answer! is a post from the Support Analytics Blog

Support Analytics – Facebook Group Discussion

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I want to thank you for your continued support. This blog is better because of you.

Data Mining vs. Data Analysis is a post from the Support Analytics Blog

According to the participation and statistics, the DSA Insights Post Project was a success even though the numbers of posts was less than I hoped for.  The official 1st and 2nd place winners* are:

1st Place:

Jon Peltier of Peltier Technical Services

Jon wrote the post: Changes to Charting in Excel 2007.  Congratulations to Jon!  He has selected an autographed copy of James Taylor and Neil Raden’s, Smart [enough] Systems! 

2nd Place:

Andréa Coutu of Consultant Journal

Andréa wrote the post: 5 Ways to Promote Your Business Online.  Congratulations to Andréa for winning a $20 Amazon gift card.

This project was a great learning experience and I already have some ideas on ones for the near future.  Thank you to everyone involved!  A special thanks goes to James Taylor and Stephen Few for their signed book sponsorship!

* RANDBETWEEN function in Excel was used to determine both winners

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I want to thank you for your continued support. This blog is better because of you.

DSA Insights Post Project Winners is a post from the Support Analytics Blog