The Call Center Manager has many tasks to complete each day. To accomplish these chores information is needed and therefore dashboards are provided. The top four Best Practices for dashboards:
- Configuration to meet your needs
- Beware the amount of data
- Details you need are provided
- You can adjust for the crossover effect of data from different applications
Configuration to Meet your Needs
Each of us has a unique set of duties and responsibilities and our dashboard should be modified to help us meet our daily tasks. Dashboards that have data that is not relevant to our positions are partially useless. You must be able to transform your dashboard to contain data that is specific to your needs, challenges, goals and business direction. Data that is not relevant to you or is outside of these topics is not valid for your dashboard.
To determine the content for your dashboard define your business awareness goals in detail. If these goals can be compared against a numeric value then they belong in your dashboard. Best practices suggests productivity, profitability, status and analytics of real time goals as content for your dashboard. However, content that helps you meet your business targets is ideal.
Beware the Amount of Data
We all want information at our finger tips. This is a nice problem to have but the ramifications of too much information is staggering. You must be able to find your critical data quickly, easily and understand the data as it is presented. Slowly finding your information can have a negative effect on the customer experience. Difficulty finding answers can sometimes cause the user to say “forget it I will look for it later” and in the end they never look for the critical data. If you cannot understand the data as it is presented then why have it?
There are other problems with too much information in the dashboard.
- Refresh rate for all of the data can be slow. If you only have the open dashboard tab active this problem goes away. When you click to a new tab it shall take some time to refresh the first time and then after that it shall refresh quickly.
- Not organized and information cannot be found quickly
- Data in the wrong places
If the need for a lot of data is critical then follow these steps:
- First tab of the dashboard has business critical KPI’s
- Only the active tab is refreshed
- Data is organized by you
- Content that is not reviewed at least once a week is not included in your dashboard
Details you need are provided
Dashboard content comes from multiple sources and stored and or cached in another database. These dashboard databases also have customized formula(s) so the data is accurate for your business. However, this data may need to be further customized to meet your level of details. Best practices 2017 say do not accept data “as is” if it does not meet your requirements and needs. Formula(s) can be changed, but YOU must be the one to define the end results you are looking for from the data.
A top notch manager never relies on someone else to tell them what the right calculations are for their dashboard content. Managers know what the data is that they need and will provide those guidelines to those in charge of the data calculations. As the business changes so can and should these calculations.
Adjust for the crossover effect of data from different applications
We want data from other applications combined together into our dashboard. Collaborated data offers us a view of the status and performance of the call center where we want to see it. However, data from different applications may not be fully compatible. For example the data for the voice data is real time with 30 minute intervals. However the data from the customer service (Help Desk) has 60 minute intervals.
The managers want to combine this data to see the full view of performance for the customer service department but the numbers can be misleading because of the difference is real time and intervals. This crossover effect can have false positive and negative data results for the manager.
Custom calculations can help offset the interval differences but at times these calculations may not be an option. Managers need to be fully aware of the numerical differences and use scorecards for a more accurate result. The scorecards can weigh the individual KPI’s and use calculations to show the true status of each KPI’s and the total for the call center.
As the industries and technologies change so do the Best Practices. Regardless, your dashboard should meet your business goal needs. However, be cautious of the amount of data that you prefer in your dashboard as it will have an effect on your outcome. Working with others in the business will give you better data details that you need. So do not be shy or afraid that you are asking the wrong questions or searching for a perfect solution; your requests are not to be overlooked. Data from multiple applications combined into a single dashboard can be a formidable task for anyone, yet it can be done. Do not give up on combining data as the outcome it greater than the challenge of getting there.
Spectrum is a leading provider of Unified Contact Center Reporting. Contact Spectrum today to discuss building the right dashboard. For more examples of reporting visit our website and the products page.