We're asked this question an awful lot. And there's no easy answer because so much depends on the business model, the support model, and perhaps most importantly, where it is you want to go?
Metrics That Matter
There are a ton of metrics that organizations reflexively measure, such as call volumes, hold times, abandon rates, cases closed, etc. But if those metrics aren't providing any meaningful insight that leads to action, then they simply don't matter very much.
Metrics are the equivalent of the dashboard on your car. You glance at them once in a while to make sure things are chugging along, but they aren't going to get you where you want to go. The only thing that can accomplish the objective is two hands on the wheel, a foot on the gas, and a steady gaze out of the windshield. Most importantly of all, you need to have some idea where you're headed and a strategy to get there.
Defining Success
Before you can dive in to metrics you must first define success for the organization and the customer. What does success look like? Are you trying to measure:
- Individual Performance?
- Operational Performance?
- Financial Results?
- Customer Experience & Satisfaction?
These are important questions, and the answers today may be different than they are in 2-3 quarters or years. The key is consistency. Stick to the plan and adjust ever so slightly.
Define Success. Build a Plan. Stick to the Plan.
We help lots of customers make sense of what should be measured not by focusing on what metrics are available, but by asking the right questions about your business and what it is you're trying to accomplish.
Those that are truly adding business value are the only metrics that matter.