You’re sitting in your 1:1 with Heather reviewing the same missed metrics you talked about last week. And the week before that.
You dive in on what she’s missing (and what she’s done well!), but week by week the conversation goes….nowhere. Heather doesn’t seem to care, and you’re losing hope that her performance will ever reach top heights.
More often than not, your agent’s apathy stems from a larger problem brewing in your contact center. Maybe Heather hasn’t been clued into your contact center’s performance and her larger social impact on the customer experience. Or, maybe, Heather knows the metrics she needs to meet, but she has no way of seeing how she’s progressing towards those goals daily.
Because as it turns out, a lack of visibility into daily progress and metrics drains agent performance. According to research from Jeff Toister, agents without call center wallboards in their work environments are more likely to be at severe risk for burnout.
On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. The study showed teams who worked towards a clear, shared set of service KPIs were more engaged and productive at work.
Agents flourish and deliver top-notch experiences for customers when they have visibility into their metrics, reports, and daily progress. While some companies might think of call center wallboards as a distraction, there’s proof these metric displays improve performance.
If you’re not making metrics and real-time data clear and digestible for your team, you’re putting your customer service experience at risk. To help, we’re sharing three example dashboards you can use with agents and team leads to fuel better service levels.
Use these example dashboards as a starting point to customize and build your own.
1. Customer Satisfaction Dashboard
In a contact center, you’re in the business of serving customers. Use a CSAT wallboard to keep this mentality top of mind and remind agents of their purpose with every interaction.
It’ll improve agent morale and engagement, and skyrocket your business outcomes. In fact, researchers found that companies who clearly communicate and remind employees of their purpose have stock prices 12 times higher than their competitors.
Create a CSAT dashboard with charts and graphs showcasing your average CSAT scores for the week, month, and quarter. Use trend lines to show how your CSAT changes with time. Then, your team can track how they’re doing in real-time and historically. Pull in customer comments and sentiment, too.
Include a quick view of other metrics that greatly impact customer satisfaction. Like First Call Resolution and Average Handle Time.
One study from Service Quality Management Group found that for every 1% improvement in FCR, there’s a 1% improvement in CSAT. And, some 60% of customers feel that waiting on hold for even one minute is just too long. Including data on these individual metrics in your CSAT dashboard gives you a full view of customer satisfaction beyond what’s volunteered in CSAT surveys.
At a loss for how to get more feedback from your customers? Check out our 7 examples of customer surveys that get responses.
2. Agent-Specific Dashboard
Wallboards and visual displays about key contact center goals (like CSAT) improve performance and drive deeper connection to job roles. But, not all dashboards need to be on display on your contact center floor to positively impact your service levels.
Use dashboards to help team leads and managers drive coaching efforts and get a glimpse of performance across the whole contact center, too.
For this use case, create specific dashboards (using a tool like Sharpen’s Agent Vue) to drill down into individual agent performance and real-time availability. Include clips of your agents’ status inside their queues alongside your contact center’s daily abandonment rate, AHT, CSAT, interaction volume, and total calls in queue.
Pick and choose metrics that make sense for your team and view them together in a single dashboard. Building out an agent-specific dashboard lets managers set thresholds and triggers to keep an eye on certain metrics, alerting you when agents are in the red in terms of KPIs.
You can also share these detailed dashboards across management teams and with team leads to help with escalations and WFM during high-volume times. That way if you hit a busy period, your agent-specific dashboard lets you see where to re-route calls to available agents and where you need to step in, at a glance.
While you have your agents top-of-mind, get actionable tactics to coach and develop your team. Head to Your Call Center Manager Playbook.
3. Real-Time Support Dashboard
This type of templated dashboard-turned-wallboard gives you, your team leads, and your agents a high-level overview of what’s happening in your contact center on a daily basis.
Pick the KPIs that matter most to your contact center, and monitor your daily progress towards them here. Look at metrics like number of total interactions, Average Wait Time, AHT, and hourly agent activity. And, show a breakdown of interaction volume by the hour so you can better forecast the agent headcount you’ll need to handle customer interactions day by day.
Pull in charts and graphs showing how your customers reach out – by phone, chat, email, text, or social. And, have a running tally of who reaches out for help. That way you know who had less-than-perfect product or service experiences prompting a service interaction.
A real-time dashboard gives you intel to course-correct quickly if agents are missing key metrics. It offers up a 30-foot overview of what happens on the floor of your contact center. And, it delivers a daily progress-check for your team. So, they don’t have to wait for a 1:1 or team meeting to know how you’re working together to accomplish business goals and squash customer complaints.
Want to build picture-perfect dashboards and call center wallboards like these? Learn how with Sharpen Insights.