People and Organization

• How do you grow sustainably while preserving an insurgent mindset?
• How do you boost efficiency while remaining flexible?
• How do you launch and scale innovation while continuing to execute tried and tested processes? 

We help you BALANCE all these considerations and more, ensuring that you attract and retain great talent and effectively manage organizational change.  

Balanced scorecards provide a holistic view of an organization’s site, program, department, team or employee performance. Rather than analyzing individual key performance indicators (KPIs), a balanced scorecard measures financial, customer, and internal processes along with learning and growth perspectives. 

A balanced scorecard is ultimately a shorthand name for a particular performance management tool. Organizations can use these tools to monitor and evaluate the performance of the various aspects of a business, such as quality, service, customer satisfaction and cost. 

Contact centers have always been data-driven. In fact, sometimes, the problem is less about getting the data than understanding how to use the data to gauge performance. Regardless of the channel and vertical, contact centers typically have many KPIs from varying reports and often different reporting platforms.  

Driving high-performance levels for each of these KPIs while ensuring the alignment of organization members is a delicate balancing act. The effective deployment of a scorecard can help organizations achieve this balance. 

We examine the organizational benefits of a balanced scorecard in  three-part series:  
– What to consider when developing a scorecard  
– How to best use scorecards within your operation 

Proper, effective, and intentional design and usage of a balanced scorecard can help organizations realize many benefits. These benefits may well materialize both quantitatively and qualitatively.