Are we measuring the right things?
Sometimes I'll hang on to an article for a few years, throw it in a folder and come back to it to see how well it's aged. This classic - https://hbr.org/2012/10/the-true-measures-of-success - from HBR is one that really hits home for me. As the data and analytics product manager at Genesys, it's my goal to provide access to statistics and reports that are useful and meaningful to customers.
The article basically says our performance metrics may not be the right ones because we are overconfident in our ability to observe results, or we've become complacent with the status quo, and a handful of other interesting reasons.
There are, of course, many potential potholes in choosing the right performance measurements. I encountered a very lively debate on LinkedIn this week about First Contact Resolution, in which the poster suggested the connection between FCR and customer satisfaction is not as strong as it once was. Of course, I routinely encounter customers who have dutifully recorded their FCR rates since the 90s when this performance indicator become popular, and appear very confident (overconfident?) that this is a performance metric that's worth investing in, without conducting analysis that provides proof.
What do you think about the idea that there are contact center performance metrics that have outlived their usefulness? Are there some that are valuable in some contexts, some industries, some contact center applications (e.g., help desk, sales) but not others? Are they replaced with "new" metrics that are better or more meaningful to us today? I'd love to hear your observations.