Contact Center ROI month is here! We have plenty of information to share. It can be confusing trying to remember the many ways to measure contact center performance, but it’s important to understand their differences in order to encourage meaningful action. It’s common to confuse these key terms, so let’s set the record straight.
Do you know the difference between common ROI metrics?
To start, dashboards help understand operational execution to tactical targets. What does that mean? Well, dashboards often indicate the specific status of an agent at a specific time by monitoring and measuring processes. They are incredibly helpful. By measuring real-time statuses, contact center leaders can be warned when certain items deviate from the norm and try to fix those issues as they are occurring. In essence, dashboards record performance.
Scorecards, on the other hand, align and focus the organization to its strategic goals. In other words, a scorecard displays progress over time towards specific goals. Scorecards ask: how well is something being done? For example, we developed a Recruitment Scorecard that helps determine the effectiveness of the recruitment process in our own Ultimate Agent™ Program. Remember: scorecards chart progress, and they can be effective tools when used correctly.
Which leads to the last measurement often used to look at contact center performance: reports. Easily the most self-explanatory, reports help understand underlying performance through a formatted and organized presentation of data, usually presented in written form. Reports usually provide more in-depth analyses and information than the other two, and often include data from those measurements.
Which leads to our final point: a great contact center utilizes all three to constantly improve and become more effective. Utilizing all three gives the clearest picture of both individual and organization performance and can help set organizational goals. Getting the right information into the right hands at the right time makes life better for employees and patients, such as when a dashboard can help fix items in real time through performance monitoring. By ensuring that everyone in the contact center looks at the same data at the same time, everyone can work towards the same targets and focus on overall goals.
If you’ve ever had trouble keeping these terms separate or know of a helpful memory trick, find us on Twitter @SingolaConslt and let us know.
Photo from Death to the Stock Photo.