Why is too much information good for nothing?
In our last blog, we explained why real-time information is so important in terms of customer service. Today, we’ll add something to the mix: context. If you fill a communication board with a load of data, it may look interesting. But – newsflash – it isn’t. If employees are flooded with real-time information, they will get confused. They will need a glass of water. Perhaps a break, too. Or, worse, they’ll shrug and ignore it. Too much of anything is good for nothing. You know the proverb. So, listen to Gartner (see the image above). Present a variety of related, relevant data.
It’s all about context
In a customer contact center, speed is important. We won’t deny that. But what about customer satisfaction? If you handle calls at warp speed, don’t congratulate yourself just yet. Consider whether your customers are still happy. If not, how successful are you, really? It might be a better idea to slow down. Sure, you’ll miss some calls. But the customers that do get to talk to your employees will be happy.
See, this is why context is important. In our example, it’s not simply about speed. It’s about acting quickly while providing customers with excellent service. Now, let’s look at the bigger picture. To improve customer satisfaction, customer contact agents should go the extra mile and have in-depth conversations when time allows. Here, too, context is key: you need to show them the status of the queue on a second-by-second basis. If they know how many people are waiting, they can decide how much service they’ll provide, striking the right balance between speed and customer satisfaction.
Go about it in the right way
Briefly put, you need to present real-time, actionable information in a relevant context that employees will understand. Want to know how to go about it and explore your Visual Management opportunities? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your information sharing strategy!