Every customer care team I see is buried in data: call durations, inbound call rates, case deflection rates, survey results, case closure time, and all sliced and diced by category, time of day, and product line. It can be overwhelming and confusing. Most of the data monitored is useful only as indicators of the health of the whole system. Most of it is like oil pressure in your engine – if some level is approached, you want to know, because something has gone wrong.
We all know this, but a good customer care team still watches their dashboard very closely. Like a race driver, finely attuned to the sound of the engine and feel of the brakes and steering, they can recognize trouble early and respond.
That data is your feeling, hearing, smell and taste – it’s your sensory system. Even as you focus on the daily job of working with customers and solving problems, you watch, and question. You see patterns. Make that data accessible, easy to explore, and rich with links to real customers and real issues and your whole team can better respond to problems, and even anticipate them.
So is your data in focus? Is its meaning clear? Can you hear every note, every rhythm of the system? Can you easily remix it to focus on one element? Can you hear trouble coming? Can you hear power engaging?