Is Your Executive Dashboard Effective? Key Metrics to Include

Posted by Ahmed Macklai on February, 27 2020 8:29 pm

What do your top executives see when they bring up their dashboard in your facility? If they’re like the heads of many contact centers, the answer might be disappointing. Too many companies suffer from too much data and an ineffective executive dashboard to present it in.

Don’t let your facility be among them. Check out this list of key metrics to include in your executive dashboard, along with some important hints on how to do so. Remember - your dashboard is only as effective as it is user-friendly, so style can make just as big a difference as the information it is used to present!

First of All - What is the Executive Dashboard?

Why exactly is the executive dashboard so important? Think of it like the literal dashboard of a vehicle - or the cockpit of a plane. Full of the important controls your managers need to see what’s happening and how to make meaningful, positive changes as needed, these interfaces are a vital part of running a call center effectively.

Your management team cannot make informed decisions without the use of a top-quality executive dashboard. Just as your agents need access to relevant data, your executive team members need even more extensive access so that they can see the complete overview of consumer journeys, business growth, and other things that your agents may not even realize are important to monitor. Think of your managers like bus drivers or plane pilots who need this information to make informed decisions that impact everyone else, both inside the vehicle and on the road or in the skies. They really are that important!

What are the Biggest Benefits of a Solid Executive Dashboard?

Think having an executive dashboard isn’t important? Here are several reasons you might want to rethink that assumption:

Saving you time - Data analysis is a big job. Even if you skip the part where you have to gather all of that data into a single place, analyzing it can be a gargantuan task. Thankfully, a solid dashboard does all of this for you. Look for a software suite that includes both data organization and presentation, so you can get right to work making decisions based on that information.

Saving you money - Time is money, right? This is certainly true in the contact center setting. Here, every minute can amount to plenty of lost revenue if you’re not using it wisely. By saving you time and agent effort in your data analysis processes, your dashboard can also save you money. That makes investing in a better dashboard design an obvious choice.

Underscoring opportunities for training and growth - When you can see in black and white - or in whatever brilliant colors you use for your executive dashboard - what your center’s problems are, you can rise to the occasion of meeting them better. Showing you where your center is falling short is a great way to highlight areas where training might be necessary or opportunities for growth exist. Here, data organization and presentation through the dashboard format really shows its worth.

Making Big Data Manageable

Perhaps the biggest advantage of the executive dashboard interface format is that it makes something that was once nearly unthinkably large in scale and scope more manageable. Big data is an overwhelming thing for many contact centers to handle, given just how much information they really have to contend with. When you’re dealing with consumer data, you aren’t just dealing with the facts and figures of what people do when they interact with your brand - you’re dealing with everything related to them and more.

That’s because today’s data is far reaching and massive in its depth. Every person has the equivalent of files upon files of information about them available on the internet, and your data processing and analyzation makes sense of it all so you can use it to better serve those consumers. There is a quote from a study by computer giant IBM touting that “90 percent of all data has been created in the last five years”. This is likely truer than ever, as time races on and data just gets bigger and bigger. Having a sensible way to see it all processed and presented is one of the biggest benefits of using a dashboard of any kind.

What to Have in Your Dashboard

What should your ideal dashboard include? These elements as a good place to start. Adjust accordingly depending on your facility’s individual needs:

  • Ease of integration of other tools and approaches. Look for a system that makes it simple to bring in new tools and technology as needed.
  • Mobile-friendly design. Even your management team likes to view their information on the go. If it’s not mobile-friendly, they won’t be able to see accurate data - and it won’t be of much use.
  • Cloud-based functionality. As with most things that drive your call center, your executive dashboard is better in the cloud.
  • Shared access and control. Find a dashboard format that allows for executive members, shareholders, and anyone else who has a stake in the success and growth of your center to access the information contained therein. That doesn’t have to mean sharing access to everything with those who don’t need it. Just look for info sharing capabilities for more control and better function.

When you’re ready to give your executive dashboard a major overhaul - in both style and productivity - give the industry leaders at ChaseData a call. Our expert team of designers will outfit your operation with the tools and technology you need to see everything clearer, simpler, and more beautifully. Our software solutions lead the pack when it comes to user-friendliness, from our agent solutions right up to our executive dashboard programs and more. Ready to learn more? Give us a call today - you’ll love what you see!

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