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
A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts. more
There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results. more
Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level. more
Technology is always improving to meet the needs and expectations of businesses and customers alike. To make sure you’re providing the service your customers require and deserve, it’s vital to use up-to-date software solutions that fully support your customer service needs and company expansion goals. more
Customer loyalty is essential to the long-term health of any business, whether B2B or B2C. Oftentimes, the factors that contribute to customer loyalty are intangible ones related to the quality of customer experience. more