‘To measure is to know.’ ‘Measure so you can manage.’ You’ve heard the mottos and adages. You know what to do. You should measure performance. Great. It’s not something we deny. But here’s our issue: why on earth would you share all the results of your measurements with your contact center employees?
Many organizations install so-called wallboards on the work floor, only to display financial, operational, sales, and marketing data. We’ll say this in the nicest possible way: your employees can’t do diddly-squat with this information. Zero, nada, nothing: that’s what they get with a wallboard. So you need to give them something else.
Who’s the culprit? (The wallboard!)
First things first: management needs to know whether a contact center performs effectively. Such figures are important, so they should be measured. But employees don’t really need them. All they want to know is if their performance contributes to achieving preset goals. And if they get this information in real time, they can make the necessary adjustments right away – not after the fact.
The problem is, wallboards don’t meet this need. Sure, they might show the number of calls in queue and the longest waiting time. But contact center employees are generally not assessed on how quickly they handle a call – customer satisfaction is always paramount. And what about incoming live chat, social media, and email requests? Where’s the data on them?
Embrace the leader board, master the art
We believe you should toss the wallboard out of the proverbial window and master the art of leader boards. The crux: present relevant, actionable data to employees, so they can make informed decisions in moments that matter.
How to go about it? Texas Digital can help. As we follow market developments closely, we’re able to offer state-of-the-art Visual Management solutions combined with professional business consultancy, focusing on process optimization and Visual Management. Want to know what a leader board can do for your organization? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your opportunities.