Explore data from the ecosystem

We have arrived in 2022. Between waves and variants of the corona virus, day by day we have been learning how to deal with this new normal in people and process management. But are we really learning?

I remember seeing great friends from this customer service universe telling us (with well-deserved pride) about everything that was done to, amidst the chaos of the forced homeoffice, keep service operations running. Several of them, especially our clients at Weduka, had the pleasant surprise of having quality and productivity indicators better than in the pre-pandemic period.

After almost two years of all this change, nothing is the same anymore. We have learned a lot, but along with the solutions we have created new problems.

Technology managers have observed increased security risks. In addition, new tools have been added to the management list. Communication tools, LMS (Learning Management System), research, knowledge management, quality management, data and indicator management… in short, everything needed to bring everything that used to work in the physical to the digital.

In this scope, a problem that existed in the past remained unsolved. Decentralized data available to specific groups. If before having everything in one place was difficult, now with more tools, from more suppliers, it’s even worse.

You can’t do management properly without organized data. (at least good management)

Data professionals need to be able to identify the business objectives, collect, process, and make the data available in an appropriate format for managers at all levels to do their job well.

This can be a fantastic dashboard or a simple Excel table. I am talking about quality of information, and this is much more about the hard work of transforming the data than about displaying it.

But I like to go further here. Besides managers, every professional, regardless of hierarchical level, needs to be able to track their productivity, quality, learning, or any other dimension for which they have some responsibility to deliver.

If this person doesn’t know how the result was yesterday, how will he/she get a better result today?

We can never forget this audience. These are the people who are directly involved with each client/consumer.

At Weduka, we believe in data democratization. Besides integrating practically all the tools that the service teams need to enchant clients, we also integrate the data of all this. And thus, with aligned learning, engagement and performance, we help people to create moments of conquest and be protagonists in their business.