Monitoring and tracking performance is much easier with the right tools. Call centers and customer service departments which still depend on cluttered spreadsheets for managing performance are only making their work harder.
Cutting-edge solutions allow for much easier, more streamlined performance management. And a huge part of that is down to the right dashboards.
Having fast access to key metrics and reports cultivates a more effective performance campaign, eliminating the confusion or oversights that outdated practices can cause. But what does a good dashboard show, and what are the must-have features?
What is a Dashboard?
First things first: let’s define the dashboard.
A dashboard is used to view information in a clear, organized way, covering different aspects of your business. This may include information on employee performance across all departments, customer experience, training and much more.
A good dashboard makes it easy for managers, team leaders and customer service representatives to view data relevant to their own work. Graphics, metrics and different types of reports should all be available, just by clicking from one tab to the next.
Your performance dashboard may pull information from a number of tools to be viewed without actually needing to visit them. Logging into multiple platforms to review different kinds of data can be time consuming, disrupting productivity and causing confusion.
Our QA software, for example, can be integrated with multiple CRM tools (Salesforce, LiveChat). Data is centralized and available from your dashboard, collating key performance details in a streamlined process.
The best performance dashboards can be customized to suit your business needs and user preferences. It should be easy to arrange and manage, enabling anyone — regardless of their tech experience — to get it exactly as they want it. As a result, actually reviewing performance and managing your campaign becomes far easier.
And as Benjamin Franklin once said “for every minute spent in organizing, an hour is earned”.
What Should a Good Performance Dashboard Include?
The best performance tools offer employees at different levels of a business their own dashboard, providing them with the data they depend on every day without having to wade through pages of irrelevant information.
Agents, team leaders, managers, QA analysts and admins should all have access to their own dashboards, customized to their specific role. For example, the agent’s dashboard will include certain features that may be missing from the admins’ or managers’.
For example, one key element of Playvox QA software is progression. Agents are assigned Karma points whenever they complete a certain goal or a superior wishes to recognize their achievements. Points show the agent’s colleagues how well they’re doing and can inspire others to develop their skills, cultivating a sense of healthy competition in teams.
Agents can view their Karma points and redeem them in the Karma store, in exchange for rewards determined by managers / admins. Having access to their points is a great motivator for agents, showing them their current status and how far they have to go until they can afford to unlock a reward they want.
This has the power to boost engagement significantly, which is fantastic when you consider engaged employees are 44 percent more productive than others.
But managers’ dashboards, on the other hand, don’t display their own Karma points because they don’t need them. They have their own targets to work towards, of course, but the element of gamification isn’t necessary to motivate them.
That’s just one example. But a good dashboard should provide the means to manage teams and users easily, with restricted access for certain types of information or actions. Providing everyone with full rights to make changes, assign tasks and basically do anything they like within tools could be a formula for disaster.
Performance dashboards must be set-up to equip employees at different levels with the resources they need, yet prevent them getting involved in processes they shouldn’t.
Reviewing Metrics and Making Informed Decisions
Performance dashboards should be calibrated in such a way to give employees visibility. Admins, team leaders and managers, for example, can benefit greatly from simple graphics visualizing agents’ or QA analysts’ progress on certain tasks. These can be customized with different colors, to convey the required information in a style suiting users’ needs.
They will be able to determine whether workers are on-target to hit deadlines or if they’re likely to miss them. At a glance, they can decide whether to extend the timeframe or address the issue with the employee.
Quality analysts, on the other hand, rely on having access to key metrics pulled from across various integrated tools. They should be able to filter metrics by type, dates, importance and more, to be compared them with older or different metrics. Tracking agents’ growth is far easier with such features, leaving QA analysts, team leaders, managers and admins more time to focus their skills on important tasks.
There should be a facility to build a KPI formula using different variables; the formula will remain visible in the KPIs dashboard, alongside its respective KPI (abandoned calls etc.). Creating a formula allows for a KPI to be calculated accurately, to your own requirements.
These metrics can be used to generate reports to be shared with colleagues, updating the right people on the performance campaign in just a few short steps. Performance dashboards aid decision-making by collating information and showing where problems lie. Files may be uploaded to the dashboard for future reference or sharing data with others too, without the need to send emails — everything’s contained to one platform.
Being able to view performance data and graphics means all decisions are informed, reducing the element of risk significantly. Everyone in the business is on the same page, and all goals are aligned to ensure employees understand what’s expected of them. There’s less confusion about where best to direct their skills and fewer mistakes.
Launching a performance campaign is vital for detecting problems and taking action to correct them. But the right tools are essential to maximize the campaign’s efficiency and impact: relying on outdated or badly-designed tools to manage your team only makes the entire process harder than it should be.
Taking the time to calibrate your performance dashboard will pay off when employees work in harmony. Focusing on the features and functions explored above will help you maintain performance dashboards that streamline your campaign, keep workers at all levels organized and reduce the risk of oversights.
What do you think makes for the most effective performance dashboards, and why? Share your ideas below — we love to know what you think!