Using Tableau in a Command Center Environment at Optum

As companies confront the challenges of managing big data around customer service, more and more are creating physical Command Centers to monitor and manage their operations. Optum handles over 60 million calls per year, across 60 locations, and they leverage Tableau in their Command Center to create impactful, interactive visualizations that communicate the health of the operation at a glance, while also identifying performance outliers in a near real-time basis. This capability has enabled Optum to be more proactive and nimble in identifying issues and managing staff across sites, which has improved the overall customer service experience. This session will go over some of the approaches Optum took to get the most of out of Tableau in a command center environment, from how to get dashboards to auto-refresh, to how to use simple, but impactful visualizations that “tell the story” from across the room, to how to leverage heat maps and control charts in Tableau to identify performance outliers.