Adam Martoccia, eSupport Manager at Morris-Jenkins tells us how surfacing key information from monday.com and Google Sheets on TV dashboards had a positive impact on their contact center performance.
At Morris-Jenkins, they believe in empowering their people with data. Adam realized his Digital Support Team would perform better if they had visibility and awareness of their KPIs, so he started looking into TV dashboards as a potential solution.
The need for TV dashboards revolves around our core values. We want those numbers and that information to be in front of the team so that they're aware of what's happening. When they have that information, they're empowered to make changes. So we knew we needed to get KPIs up in front of the team.
Adam’s team heavily uses monday.com to manage KPIs related to membership sales. They also use Google Sheets to track Customer Support KPIs from across multiple platforms.
It was really important to Adam that this data was available to his team in an easy-to-view way. He knew communicating KPIs via a TV dashboard in the contact center would unlock performance potential within his team.
Adam tried out a couple of different dashboard tools but struggled with connecting different data sources. He also tried monday.com’s inbuilt KPI dashboards, but these weren’t optimized for TV display, and he also couldn’t use them to visualize data from other sources.
We actually tried to use a native monday.com dashboard but really didn't like the way that any of them looked or displayed the information to the team. That's when we found Geckoboard. The design and the way it displayed data in an easy to read, but nice to look at manner is what drew us in. Then of course being able to connect other tools [alongside monday.com] and have the dashboard automatically update.
When Adam found Geckoboard he was quickly and easily able to build a dashboard with his data from monday.com and Google Sheets. Soon after, the dashboards were up and running on a TV screen in the contact center, displaying key metrics for the whole team to see.
What happens next is the interesting part…
One of the features Adam included on his dashboard was a leaderboard, which showed how many membership sales his team had closed. The team were able to see their performance updating in real-time and this had a hugely positive knock-on effect for everyone.
The impact was fantastic. We have a leaderboard for the month and then a leaderboard for the whole year on our dashboard and putting those up there in front of everybody has really pushed those forward and increased the number of membership sales.
Also included on the dashboard are key Customer Support metrics broken down into individual performance per team member. By sharing KPIs, such as response time, Adam’s seen the team become more accountable, and their performance overall has improved.
Putting those numbers up there and getting them in front of the team has really increased awareness. They care – they don’t want to be in the red! It really pushes them forward to lift each other up and push themselves.
They also found ways to have some fun with their dashboards. The team is rewarded with a free lunch when they hit targets and they can vote on what they’d like to eat. Using data from a poll in monday.com, the team is able to see what’s the frontrunner. It reminds them to vote for their favorite and encourages them to work towards their membership goals to reap the reward!
Do you want to build monday.com TV dashboards for your team? Try Geckoboard for free with a 14-day trial.
