The world’s foremost customer experience dashboard design, publishable and available on a variety of devices from LCD digital signs to Intranet webpages to mobile devices like iPhones and Cisco CIUS’s. The greatest thing to hit the contact center world since Agner Krarup Erlang published the first paper on queueing theory in 1909. Or something like that.
Then my bartender picked up and presumably discarded my napkin. Or perhaps she’s patenting my design. One way or the other, I’ll divulge to you my plan for contact center domination. Just don’t patent it. Or do any devious scheming with my now ex-bartender friend.
Sure, my dashboard included the old standards: metrics like service level, abandon rate, average speed of answer, and other “availability-type” KPIs. But more importantly, it included metrics that gave a fuller and clearer picture of how the contact center’s operations were impacting customers and the bottom line using real-time and historical data.
My dashboard included first-contact resolution, agent adherence, customer satisfaction, and quality metrics from post-contact caller surveys. It had actual vs. forecasted calls, actual vs. required staff, forecast accuracy, and shrinkage. It calculated and displayed in real-time how customer satisfaction was impacting the bottom line by multiplying customer value (x) by voice of the customer scores (y) by customer retention probability (z). Can you imagine looking up at a wallboard, and seeing exactly how much money your agents were saving (or making) the organization? I can. And I believe this metric will be standard on dashboards of the future.
My groundbreaking dashboard automatically notified viewers of queue spikes and opportunities for schedule changes and overtime. It featured scrolling, ticker-style reward and recognition messages from authority figures. It even included individual agent statistics beyond the standards like agent state and time in state. It was personalized for each viewer, so execs could peek in on operations, managers could do what they do best, and agents could be notified in real-time about the KPIs that matter most to them.
That’s as much as I can divulge right now. On to building a better mousetrap and other endeavors. And never again letting my cocktail napkins out of sight.
Linda has been with Inova since 1996 in Sales and Project Managers roles. After earning a BA in Economics at James Madison University, she chose Charlottesville, VA to make her home and raise a family. Linda can be reached at firstname.lastname@example.org.