What Gets Measured Gets Improved
In 2015 I lost 22 pounds. While working on getting my weight down I hopped on the scale every morning. Many would say that weighing daily can discourage you or that it’s just not a smart approach to weight loss. I disagree.
My daily weigh-ins allowed me to celebrate my weight loss when I was on track and immediately know when I needed make a change in my caloric intake and/or exercise when I wasn’t losing weight.
It was Peter Drucker who said what gets measured gets improved. He was right. Measuring (daily) helped me improve my weight. And it can help you improve your customer experience.
I am not suggesting you measure your agents or your customer experience daily. So you can relax. I am saying that you need to measure agents and your overall customer experience. And you need to measure often.
One of the “scales” for your customer experience is your monitoring form.
The scale that helps you measure and make real improvements is your monitoring form. A well-designed monitoring form, combined with courageous and consistent agent coaching, helps you improve your customer experience.
Pull out your quality monitoring form this month. Carefully review the dimensions you’re measuring. Ask yourself the following questions.
- Are there things we should be measuring that we aren’t currently measuring?
- Are we measuring things that don’t truly impact the customer experience in ways that matter?
- Do the ratings assigned to customer experience dimensions correlate to the value of the dimensions? For example, is empathy critical to your overall customer experience, yet it carries little to no weight on your form? Is empathy even measured on your form?
- Is the form concise and clear, clear enough for agents to truly understand your evaluation of their performance?
- How often do we monitor calls and give agents feedback? Once a quarter is not enough. Neither is once a month. Quality assurance monitoring in a call center needs to take place a minimum of weekly.
- Do we simply “coach the numbers” when discussing the monitoring results with agents? The goal, of course, is to improve performance. Numbers matter, but they are just a tool to guide you in feedback discussions. Rather than focusing on a score, focus your conversations on how to help agents improve their interactions with customers.
If I’m supporting your customer experience in a consultative relationship, chances are excellent that I have already reviewed and ripped your quality monitoring form and given you a new form that measures what matters.
If I’m not working with you and you want a great example of a monitoring form that is strategically designed to measure what matters, take a look at Zappos’ Monitoring form.
What gets measured gets improved. Whether that is weight loss or the customer experience, this holds true.
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We Need to Talk About How You Coach Your Employees
Live Webinar with Myra Golden
This new program contains a step-by-step approach to coaching agents to deliver the best customer interactions and designing (or re-designing) a monitoring form that improves agent interactions.
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