Background and Disclosures
While I currently head Focus Research in an official capacity, I spent a number of years in product and marketing roles at a sales and service performance management company called Merced Systems (yes, I still own my options there). Although I don't officially cover contact center performance management (CCPM) here at Focus, I wanted to provide some advice on how to design the right dashboards for those implementing any type of performance reporting. While have not worked within a contact center, I have been involved in the implementation of contact center performance management at more than 20 Global 2000 companies.
CCPM and CCPM Dashboards Defined
I define CCPM systems as domain-specific software applications that uniquely combine dashboarding, analytics, workflow and data integration to:
Dashboards are a center piece to any performance management system. While there are many types of dashboards there are two primary dashboard types that are typically created within an organization
In most organization, both types of dashboard are used at the same time to enable executation against major intiatives while maintaining an overall balanced performanced.
The following document details the steps needed to ensure you create the right dashboards.
Step 2: Define your single most important improvement initiative as well
Often there is one thing your contact center can do that falls inline with high level corproate initatives, such as improving customer satisfaction or reducing employing attrition. Often you will want to dedicate a separate dashboard at all levels of your organization as well as potentially change the weighting of your balanced performance.,
Step 3: Attach metrics to your initiatives
This is probably the most difficult step. Contact center are often awash in data. You need to pick a single metrics that represents the component of performance you're looking at.
For example, attaching a metric to customer satisfaction could include
The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more
Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more
We’ve put together a comparison guide that covers over 40 of the top call center software options, providing details on pricing, features, support, and integrations. If you want to save time and still make a great investment, this guide is a must read. more