In preparing your contact center Quarterly Business Review (QBR), the topic of our weekly Best Practices blog, design an effective approach that encompasses the required scope. Tip 2, which follows, suggests a past-present-future perspective. Yesterday, we focused on Tip 1: Know Your Audience.
2. Employ a past-present-future approach
An effective QBR approach is one that examines “where we are,” “where we’ve been,” and “where we’re going.”
- Past. It’s fair to compare the most recent quarter’s performance to the previous quarter and the same quarter of a year ago to review the variance.
- Present. The “present” portion should be focused on what is happening now in order to gauge any improvements implemented during the quarter.
- Future. The forward-looking segment should be used to align program initiatives with service delivery and a technology strategy with respect to any resource consideration.