What Metrics do Executives Care About?
When communicating with upper management and executives, it is important to understand that they interpret metrics in a different light. Be very careful of which metrics you choose to present to your high level executives. Figure out what issues your executives care about most and base your KPIs around those issues. Don’t always focus on metrics, but more on what those metrics actually mean and how they affect the business.
Creating a correlation between your executives’ most important issues and your contact center metrics is the most important step in providing KPI reporting to executives. If you can make them see the correlation, then your metrics become important to your executives. When your metrics create a real picture for executives then they become more powerful.
It is easy to talk about how the KPIs are affecting the business but it is even more important to show evidence of how the KPIs are affecting the business. By creating the correlation we discussed in the paragraph above, and then by creating clear and concise reporting, your metrics and KPIs become powerful. Create clear visual evidence through reporting and your executives will not only hear about the impact but see the impact.
In conclusion, to successfully communicate with upper management and executives about metrics and KPIs it is important to remember the three components that we have discussed. First, evaluate which issues are most concerning to executives. Second, discover a correlation between those issues and your metrics. Lastly, create clear and concise reporting to help show how your KPIs and metrics are affecting the company.