Dashboard Design for Situational Awareness
A recorded version of this session is available on-demand | View recorded webcast
Dashboards have become a popular means to monitor what's going on in the business, including real-time monitoring of call center activity. Despite their popularity, most dashboards are poorly designed. They achieve only a fraction of their potential to deliver information meaningfully and at a glance. But the design skills needed to create effective dashboards can easily be learned.
During this session, Stephen Few, author of Information Dashboard Design, will describe the goals of "situation awareness" and explain how dashboards can be designed to monitor call center activity at this level.
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Stephen Few, author of the book Information Dashboard Design: The Effective Visual Communication of Data, and Founder and Principal of Perceptual Edge
A recorded version of this session is available on-demand | View recorded webcast
Today's call centers are flooded with metrics, making it a challenge to figure out which are truly important — particularly since this is often a moving target. Too often the tendency is set static and arbitrary targets, shifting the focus of the center from managing people to managing numbers. During this session Tim will share tips on selecting the right metrics, and using them to reframe the conversation from numbers to behaviors that will positively impact contact center performance. You'll walk away with new ideas on ways to:
- Help everyone in the organization gain a better understanding of where to spend more time, and more importantly where to stop
- Get the front line engaged and focused on the metrics they can directly control
- Educate senior management on the importance of getting it right and keeping it simple
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Tim Montgomery, Founder of The Service Level Group.
A recorded version of this session is available on-demand | View recorded webcast
Everyone is familiar with the concept "If you don't measure it, you can't manage it." But it's not just about measuring contact center and agent performance — it's about measuring the right things and measuring in the right way. In this session you'll learn about some of the most common mistakes that call centers make in their measurement and reporting strategies, and how you can avoid these to make the most of your numbers.
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Penny Reynolds, Senior Partner at The Call Center School
*This
series is sponsored by Inova Solutions,
a global solutions provider making it easy for companies to communicate
vital information instantly, and is being held in conjunction with CRMXchange,
a premiere Internet destination for the exchange of information and
ideas on customer relationship management, sales, contact center, and
telemarketing issues.