Category: Customer Experience

Those are four words that are often overlooked when we focus on the rest on the sentence instead.

“All things being equal, pick the cheapest option.” Or, “All things being equal, go with the one that creates new opportunities.” Or perhaps, “All things being equal, stick with what you’ve got.”

The thing is, all things are rarely equal.

We rush over the equal part and race to the second part of the clause, going for the cheaper one or whatever the organizational default is.

It’s worth a cycle or two to realize that we might be missing nuances in our decision making.

All things are rarely equal.

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What do you want to be doing 100 days from now?
What change do you seek to be making? With which skills? Surrounded by which people?
For that to happen, day 99 will need to different from today.
And so will day 98.
In fact, so will tomorrow.
If we keep focusing on ‘what’s next’ we might never get around to doing the work we need to do to get us to day 100.
PS happy day 100 of 2021.

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Perfectionism is a cudgel and a way to hide.

Perfect is the often-attainable outcome of meeting spec. “That’s perfect!” says the delighted patron.

Modern perfect: A plane that doesn’t crash, a bus that leaves on time. Surgery that fixes a broken valve and a computer program that doesn’t cause a kernel panic. These are the building blocks of our built world.

Perfectionism is a way to berate others for not meeting imaginary standards. Or berating ourself as a way to avoid shipping the work.

The perfectionist desires an outcome that can never be achieved. That’s why they’re a perfectionist–to hide behind the impossible.

Few things outside of mathematics are ever truly perfect. But our definition of spec gives us room to do the work. The bus that comes early does no one any favors.

Making promises and keeping them is the path of someone who seeks to contribute. We need better specs, usefully functioning systems and more reliable promises.

Holding back for too long because it could be somehow better than spec, though, is a way to avoid contributing. And using power or privilege to insist that others meet our ever-increasing but ever-less-useful standards is unhelpful.

Better? Sure. Work for that.

But perfectionism is a defect.

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Choosing the right metrics for your contact center starts with focusing on agent controllable work. Your agents can listen to your customers intently to meet their needs and lower handle times. But they can’t impact other important pieces of their experience, like how many of their peers showed up to their shifts to meet service levels. So when you measure a set of KPIs, be sure your agents (when coached well and often) can actually impact those metrics. Here are six agent controllable metrics to consider:
First Call Resolution (FCR)
Transfer Rate
Average Handle Time
Average Agent Hold Time
Customer Effort Score
Agent Retention Rate
Full article: https://www.icmi.com/resources/2020/six-metrics-for-contact-center-agents
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