Published: November 30, 2010 | Comments (2)
I recently facilitated a strategy course with a group of leaders in Orlando, and measures and objectives was one of the key topics we kept coming back to. Here are seven areas of measures that we agreed must absolutely, positively be in place (building from tactical to strategic):
Other types of measures may also be important – e.g., revenues and retention in a sales environment, or call prevention and first level resolution in a tech support center. But these seven are a great start. In fact, many centers are admittedly underemphasizing or entirely ignoring at least some of these areas… so getting them in place will put you ahead of the pack.