Few activities like a contact center have as much data and indicators at their disposal. However, the big question remains whether we properly extract, process, analyze and use the available data information.
For this reason, in this post, we will try to inspire and encourage middle managers and managers to reflect and perhaps change to more disruptive ways in their management with the customer relationship.
How do we approach it?
When working on structuring KPIs or scorecards, we do it by collecting all the available indicators, trying to group them, so that they are useful to us. But what if we do it the other way around? Let’s start with the need. Let’s first probe deeply into what we need, and then go find that data. It is true that first working thoroughly on the “why” is not always going to lead us to a solution, because we may lack the data. However, this is already a great opportunity. Forcing a team to work in this way, going to the bottom of the need, allows us to realize both the usefulness (or not) of what is available, and the real need for what is not available (or not at this moment).
This should always be the starting point in technical projects that require investment.
So the starting point is the necessity. The route to be taken, in short, is to start from the “What”, to go to the “How” and end with the “How much”, and return to feedback the model again, continuously.
For each of these perspectives, we must first identify what the strategic goals are. In a second step, the critical success factors and finally the indicators. The indicator, by itself, cannot become the objective of all this exercise. The true objective is to align the strategy with the operation and the goals to be achieved, so that the indicators facilitate both the control of the situation and, above all, the identification of the key factors to be implemented. It is in this second aspect that we usually put more focus.
Obviously, the team building exercise is an enormous benefit, aligning visions, committing people and areas, obtaining a clear and effective operating strategy, also conducted through KPIs.
In summary, it is a matter of achieving an adequate strategy that it is executed through continuous monitoring, using indicators.
What does the data tell me and what can it tell me?
1 Start again
Yeah, maybe “wiping the slate clean” and starting from scratch is a great idea. In the management of KPIs we carry many preconceived ideas and many inertias. Do the exercise of starting over with your team, the results will surprise you.
2 Are your KPIS connected to the strategy?
Try going in the opposite direction than usual, start with the strategic goals, then the success factors and, finally, ask yourself what you need to measure to identify those keys for improvement and how to quantitatively control the evolution.
3 Does your entire team understand the data?
The value and contribution of the data is not always understood by the teams. How do you make sure that they’re on all on the same page? Don’t take it for granted.
4 Do you have too many KPIs?
Don’t discount it. We tend to think about the KPIs we are missing. And it is true that on many occasions we lack them, but it is even more frequent to be managing KPIs that are not essential and make it difficult to focus on the keys for improvement. Sometimes, less is more.
5 All in graphics: why not?
Turn all the information into graphics: you will save time and the KPIs will speak for themselves. The graph reduces the journey from the parameter to the action, lightens the analysis phase as much as possible, because the conclusions are evident. A good graphic makes it easier to understand the situation, increasing the impact on the team. In addition, a graph can help bring together KPIs, so that “at a glance” we are understanding what the situation is, as a whole.
6 Do you have all the information in a single repository?
This is an important starting point, if you have the KPIs in different environments, you will lose the opportunity to be able to cross them, or every time you want to do it, it will require a consumption of time and resources. There are cloud solutions that solve this need without database integrations or relevant investments. It is not always essential to have a corporate Data Warehouse, there are alternatives.
If you want more information, download our free ebook and learn how to use your customer satisfaction KPIs: revolutionize management!
