The first step to implementing a real-time performance strategy is to create KPIs and metrics that can be used to identify and address performance issues based on your contact center’s business environment and goals. With the wide variety of industries now served by contact centers, there is no one-size-fits all set of metrics. Instead, call center leaders must understand which metrics will provide the best information and drive the appropriate call to action.
When identifying which metrics to present, you’ll need to consider who will be viewing the data, their performance goals and how they intend to use the data. One set of numbers is not appropriate for every organization, or even every stakeholder within a single organization. Outline any performance issues as well as organizational and group-specific goals to identify metrics that will lead to action and, ultimately, improvement. The whitepaper, “Improve Contact Center Performance with Real-Time Metrics” provides cases and best practices for using KPIs to improve operations. A helpful tool for identifying appropriate metrics is a table similar to the one below. Complete one table for each customer for your data; consider agents, frontline supervisors, contact center directors, WFM analysts, and executives as some of your potential stakeholders.
While you may find it useful enough to simply utilize the "out-of-the-box" metrics currently provided from your ACD vendor, you may want to consider additional options that will leverage the vast amount of data available to create customized views that provide more value data for managing your contact center's performance. In a recent whitepaper, Minnucci writes that, “the answer is not to dump more on everyone, but to start thinking in terms of “suites” of data - groupings that are targeted for a specific audience, that deliver the exact message that audience needs at the time they need it, and that drive the appropriate call to action given the results.” These categories serve as a menu for the customers of your data, allowing them to select individual metrics to best meet their needs.
Once you have identified suites of actionable data, you need to provide context for each metric. Without any context, it is challenging for users to change their behavior. Twelve calls in a queue may seem like a lot or almost nothing; without some context, the number is almost meaningless. Context can be identified as trending, comparative, threshold, or objectives.
Identifying appropriate real-time metrics and feedback is a first step to helping contact center employees work together and self-manage as a team. Of course, once you have chosen your metrics and identified appropriate context, the next critical steps are to deliver the information and to enact an appropriate response plan; stay tuned for more details on each!
For a thorough analysis of individual performance metrics, refer to the whitepaper, “Contact Center Performance Metrics: Shaping Tomorrow’s Reporting Strategy."