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10 Tips for Using Real-Time Dashboards

By Chrissy Cowell

Can you imagine going to a basketball game without a scoreboard? There would be a lot of shouting and action, but how would you really know what was going on? Everything in the contact center is a lot more fun—and productive—when everyone can see the up-to-the-minute score.

The latest electronic scoreboards have all the stats and are essential for players, coaches and teams who intend to win. These performance dashboard solutions can pull together the most important KPIs in real-time in a consolidated picture. All the team statistics can be viewed at different levels—from the individual agents to supervisors to managers looking at the entire work site or campaign across multiple work groups.

Here are 10 ways to use real-time dashboards to get everyone focused on the game and scoring points.

  1. Bring the contact center to life with specific, measurable goals that set expectations and keep everyone’s attention on achieving results.
  2. Make the goals vivid in colorful, real-time graphics that track specifics such as first-call resolution, average handle time, close rate, CSAT, etc.
  3. Give agents an individual, real-time access to track their progress toward earning incentives or bonus points.
  4. Give supervisors a view of their team’s performance throughout the day allowing them to coach the players more specifically and cheer on the high-scoring team members.
  5. Overcome the afternoon lull with motivation to reach the next campaign goal by the hour.
  6. Give managers ways to see opportunities or hot spots across the business based on real-time activity in the contact center.
  7. Give project leads a way to compare actual progress and results against specific campaign measures.
  8. Give supervisors visual evidence of individual performance to improve their one-on-one coaching by including data from all systems in the contact center.


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inContact
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inContact is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution.

INSIDE VIEW SNAPSHOT:
Vizio

Although Vizio may be considered a relative newcomer in the consumer electronics market, first emerging on the scene just over a decade ago, the company’s focus on innovation, value and quality has quickly propelled it into a leading brand among consumers. Vizio’s contact center operates as a team-based environment with four levels of support to ensure that customers get their questions answered and issues resolved on the first call. Customer satisfaction is a key performance metric for frontline staff and management—it is tracked via a weekly dashboard and is closely reviewed. In addition, customer satisfaction survey results are reviewed daily by an Executive Response Team, which is comprised of senior frontline agents. The ERT team focuses first on any low ratings, and drills down to determine why the customer was not happy and whether the issue was within the center’s control. The team also reviews the survey feedback to identify recurring issues that may present a coaching opportunity or a process improvement opportunity.

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Contact Center Pipeline is focused on driving success through effective contact center management. Each issue features in-depth perspectives on the call center market, best practices and trends, technology and people issues that impact the customer experience. Draw upon CCP's incisive analysis to help you make better decisions about your career and your center. Visit us at www.ContactCenterPipeline.com
   
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...Feature Article Continued
  1. Celebrate productivity in a multichannel contact center with emails, chats, tweets, tickets and calls tracked on performance dashboard.
  2. Engage every team member in achieving new service level agreements or participating in training or quality initiatives.

There are dramatic business benefits for companies who can provide real-time feedback to agents, supervisors and managers. Employee retention improves when agents know what’s expected and exactly how well they’re doing. Supervisors can spot trends or potential issues more quickly in order to take early action. Executives have tangible evidence of the state of operations and can make more informed decisions based on hard data and business results. Playing to win in customer service requires everyone to bring their A game every day in the contact center. Make sure that you have a great scoreboard to make it the best experience for everyone.

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