How the Ruby Slippers and Contact Center Metrics intersect – a lesson from the Wizard of Oz

How Dorothy’s Ruby Slippers and Contact Center metrics intersect

I read a post recently, from a Contact Centre expert, that went like this: “In this new era are some of our Contact Center metrics outdated? Is it time to change our metrics to better reflect the new era?”

From there, the author went on to talk about the usual suspects – Average Handling Time, Customer Satisfaction, Employee Engagement and the like.

But what had specifically gotten my attention was the lead-in to the post. That we were somehow in a new era.

Which means that, by default, we had left an old era.

I’m not so sure that’s true.


Remember Dorothy and her Ruby Slippers in the ‘Wizard of Oz’?

Towards the end of that wonderful 1939 film, Glinda the Good Witch of the North tells Dorothy that she always had the power to go home.

All Dorothy ever had to do was tap her magical Ruby Slippers together three times and she’d be right back in Kansas.

If you’re wondering how that has anything to do with Contact Centres here’s my answer.

There is no old era or new era. We’ve always had the power to set the ‘right’ metrics.

Doing right by your Customers, Employees & Organization isn’t a new era idea.

Clients we’ve worked with had these discussions back in 2003, 2007, 2012…you get the point.

The understanding and ability to do the right thing for your Stakeholders has always been there.  It just hasn’t always been in fashion.

Or the people in charge at the time didn’t have the credibility or know-how to make the change.

These are different issues. Ones that aren’t driven by the era we’re in.


Do you have a Glinda Good Witch of the North on your Team?  I hope so.

The leadership drives the caliber of organizational Customer Experience.

People who bring ability, know-how and commitment. And where needed, credibility to make change.

So if you can, work for those people. Work where they work. Join their Team.

Because in the same way Dorothy could always have gone home, we can always do the right things for people.

And it sure makes life a lot better for everyone.


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Daniel Ord

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Daniel Ord teaches in Fiji

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