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Moving beyond metrics to deliver better results

For companies to improve their performance, they need to understand where they currently stand.

For companies to improve their performance, they need to understand where they currently stand. To achieve this, most organizations rely on metrics such as customer satisfaction, call drop rates, repeat sales and other easily measured factors. These key performance indicators create benchmarks on which success is calculated and can even be included in employee reward recognition programs to boost team achievements.

Reward programs are useful tools for motivating workers. As individuals or teams reach for objectives, they often try harder to deliver results and achieve recognition. To be successful over the long-term, these initiatives need to be tied to specific metrics. This will channel team efforts toward company goals. Insurance and Technology reported that businesses should keep call center incentives simple, secure and consistent. When these three aspects are met, it can create a supportive environment that helps individuals achieve their best. 

Despite the reliance on performance indicators to generate results, it is also important not to depend solely on adhering to numbers. In its blog titled Search CRM, TechTarget explained that employees need to be coached to adjust their customer service approaches based on how opportunities are presented.

"We don't pile the metrics on the agents' shoulders," Tim Montgomery, CEO of Culture.Service.Growth, told the source. "We talk about schedule adherence, for example, and what it means to their workload, their neighbors' workload, the customer and the profitability of the contact center. That way, they get a true view of the metric, rather than just a report of the metric."

TechTarget noted that organizations can become bogged down when they rely too much on data. The more metrics that are being used, the more difficult it can be to encourage innovation. Combining metric-based rewards with spontaneous recognition can promote the importance of striving for excellence. As employees go out of their way to help customers or achieve success on projects, it will create a culture that allows teams to move beyond a strict focus on numbers and statistics to deliver exceptional results.

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