Tech Tip of the Month: Optimizing Dashboard Settings

PowerUsers: Does Your Dashboard Show the Whole Performance Picture?

If you currently are using PowerUser, then you've undoubtedly gone through and set up various "views" to enable you to start off from a high level and drill down to greater detail. How frequently are you re-evaluating the performance metrics that comprise those views?

It's a good idea to regularly review the value of each of your performance metrics. Are you using them regularly? Do they need threshold adjustments? Is there another metric that might be more on target to the goals you are trying to reach.
How about your data sources? Do you need to add a feed from your quality monitoring system, or workforce management or perhaps a trouble ticket system? These are the kinds of questions you should be asking yourself and your team regularly. The dashboard is a powerful tool, but it will only be as pertinent as the data contained within it.

Obviously, the metrics you drop into these categories will differ, depending on the function of your center and what industry you serve. Make it a point to go through your screens and make adjustments. If there is a metric, or layout that is just not being used, scrap it!

Your dashboard should always contain only the most important performance information. It should also be quickly interpreted and actionable. Give us a call if you need help setting up a dashboard layout that works for you!

If you have questions about this month's tip, email us at support@centergistic.com.

Gum Chewing Agent is Breath of Fresh Air

First of all I don't mean to undermine all the hard work contact center managers go through to ensure that their agents are polite, responsive and efficient. It's tough work to train and retain good people. And there are always those SLAs that need to be met.

Having said that I had two marvelous experiences within days of eachother with call center agents. My favorite? A gum smacking tough talking lady with Chase, no kidding! I had a question on my account and could hear the gum crunching and popping, although in fairness she did try to hide it. She also did the following:

1) Solved my problem
2) Didn't "ma'am" me over and over again
3) Didn't keep thanking me for each piece of information I gave her
4) Didn't keep saying "I understand" over and over again

I know her "talk time" metric window was probably turning red and I'd probably have had a fit if I was her supervisor! Still I found myself ending that call with a smile on my face and a hankering for a nice piece of Bazooka bubble gum..

Oh, the other experience, equally delightful. A down home lady from Citicard, sounded like one of my cousins in Nebraska. It so happened that I was paying off a card and closing it out, never something they want to hear. She wooed me, cajoled me to stay, told me I hadn't used all my rewards credits, all in such a down home, mashed-potatoes-with-gravy way, I felt like I was about to let my best friend down! Okay, she didn't save my account, but I had to give her points for trying.

Have you talked with a "real human agent" recently? Would love to hear your stories.