Using Dashboards to Measure and Reward CSR Talent

Business dashboards gives a quick and visually dense overview of your company’s key performance indicators. A well-designed dashboard should take into consideration those who need to see the data and how that data needs to be displayed. The major benefit of business dashboards is that they increase productivity: what’s clearly measured can then be refined and improved. Data dashboards can also help managers see problems as they arise, allowing them to react to problems before they start to snowball.

Dashboards Designed to Measure Customer Service Representative Talent

Each organization’s business dashboard will reflect the key performance indicators that are most important to their day to day operations. Businesses who want to chart their customer service response will use a dashboard that is similar to what many human resources departments use. The key indicators for a Customer Service Representative (CSR) dashboard could include when an employee was hired, their average call length and their close rate for successfully resolving customer issues. For a CSR dashboard to have the biggest impact, try implementing a few of the following principles into your CSR dashboard design.

  • dashboardsBusiness dashboards should use real-time data that is both responsive and interactive. Real-time data allows managers to make the most informed decisions by giving them peace of mind that they are always using up-to-date data. A company’s dashboards should also be responsive as the decision-makers might be viewing them from a smart phone away from a desktop machine. Interactivity allows users to click through the dashboard in order to pinpoint the exact data that they want to see.
  • Business dashboards need to have an accessible data history. It’s important for managers to compare present quota and targets versus historical data. This helps decision-makers spot trends and craft new strategies in response.
  • A dashboard should personalize its data as needed. A CSR manager on the East Coast will need different charts than a manager who is covering a different territory. Without personalization, a dashboard wouldn’t be able to filter out relevant data and that hurts its usefulness.
  • Dashboards should be customizable to the requirements of their users. This could include what screens are shown at login as well as how the charts are presented. Something as simple as changing from a bar chart to a line graph can help managers better visualize and act on their company’s performance data.

How Using Dashboards Can Help Supply Chain Managers

Modern businesses need to proactively monitor their operational analytics. Supply chain managers know what their key performance metrics are and expect their CSR managers to keep on top of their customer service employees. A supply chain manager can be alerted automatically when a CSR manager’s dashboard shows productivity, ticket resolution or any other configurable customer service metric falls below a critical level. This allows a supply chain manager to contact the appropriate CSR department and learn more about what the exact nature of the problem is. CSR managers who are able to maintain satisfactory KPIs can be rewarded with an achievement award (like being named CSR of the month in the company newsletter) or even given a bonus.

With customer issue management under control, CSRs are less stressed and more focused. A greater sense of achievement keeps them motivated and productive. Check out our website to learn how your company can use dashboards to reward CSR talent!

Renee Platto

As Esker’s Digital Marketing Manager, Renee is in charge of social media, paid advertising, blog and the website. When she’s not analyzing her reports you can find her cooking up a new recipe, cheering on her favorite sport teams, or playing with her kitty.

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