Overview    CIE    Service Offerings    Methodology    Results    Tools

Until you start keeping score – you are only practicing.
  
Performance Management initiatives are laden with a great deal of contradiction. Companies recognize the necessity of properly keeping score and continually stress its importance, yet most fall short of reaching this objective. They lack the critical information and discipline - especially related to their customers - necessary to truly evaluate their own effectiveness and take action to drive performance results.

Although companies are deploying new technology, inundating themselves with data or scrambling for the latest benchmarks and metrics, many are becoming disillusioned when their efforts don't help them reach their targets.

Few would argue against the notion that Customer Scores and Measures is an indispensable part of executing a vision and strategy. When properly applied, a measurement system clarifies expectations, generates desired behaviors and keeps focus on targeted outcomes. Effective Performance Measurement initiatives can help an organization set goals and track progress against those goals, pinpoint areas for learning, improvement and development and facilitate fair appraisals and rewards.

Focusing on financial measures alone as performance indicators will result in missed operational and customer-related opportunities. Use of a balanced scorecard allows managers to view their organization from a comprehensive perspective where they can set performance goals and ways to measure achievement of those goals simultaneously.

Information is food for an organization; a prerequisite for understanding and improving if properly interpreted and used. However, it is wasted if proliferated and wrongly applied. Therein lies the challenge.

The Solution
At The Customer Group, LLC. we deliver a proven approach to develop an enterprise-view, balanced customer scorecard that gives a quick and comprehensive view of an organization's performance: Customer Scores and Measures (CSM).

CSM is a proven approach for developing balanced scorecards and performance management programs for customer interaction operations. The approach is inclusive of baseline and metric development, target setting, data collection and performance tracking.

Behavior and performance are a function of "what" is being measured. The scorecard and performance management tools are about what an organization does with measurements once it has them. For example, over emphasizing one particular measure - productivity - risks negatively impacting quality - and vice versa. It's all about optimization.

CSM Approach
The CSM approach begins with the study of the customer interaction strategy and vision. We evaluate current reporting and design enhancements where needed - developing a baseline against which to assess current and future performance. In order to gain knowledge in service level management and contact center cost management, The Customer Group, LLC. diagnoses your contact center's performance effectiveness, weaknesses and opportunities for productivity improvements.

The Bottom Line
Performance can be addressed in many different ways - too many different ways. Reports come from telephone systems, scheduling systems, voice response systems and a multitude of other technical tools. Productivity statistics, quality monitoring measurements, sales revenue and customer satisfaction surveys…the list goes on. The volumes of reports generated often create a "data for the sake of data" atmosphere that consumes valuable time and resources. Clear performance and quality goals are absent or ambiguous, not to mention the critical action items that must stem from effective performance reporting. Measures must be linked to the day-to-day effectiveness of the customer operations and ultimately the overall company mission to drive consistent, cost effective and high quality customer interaction.