Sarah Morgan at Luceat Consulting explores the concept of Watermelon Metrics and why contact centres need to be mindful of the metrics they use.
In this video Sarah explains:
Watermelon metrics, which is where the outside, so the visible metrics and the KPIs, look like everything is green. When you get underneath the covers, actually things aren’t meeting the customer’s needs or the businesses need, so they’re actually red.
An Example of Watermelon Metrics
Sarah Morgan
It can be quite easy within the team to look at your metrics, your KPIs and ensure that they are green to make sure that it looks good. But when you dig underneath, you can see that actually there’s a lot of red there and there were a lot of issues for customers.So if you’re only measuring average handling time or you’re only measuring call wait time, it’s very easy to manage those metrics and to produce a green report. But are you really meeting the customer’s needs and the customer’s outcomes? No.So it’s it’s what I would call a watermelon metric at that point.
This video was recorded when Sarah Morgan was a panellist on our 2022 webinar ‘Building a Productive and Efficient Contact Centre ‘
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