O'Reilly logo

The Long-Distance Leader by Wayne Turmel, Kevin Eikenberry

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 6

Types of Outcomes

People with goals succeed because they know where they are going.

—Earl Nightingale, writer and radio host

Angela leads a team of customer service reps working from home. Each of those people has individual goals—the number of calls a day, how many are handled on the first call, how many get escalated to a manager, among others. The reps are also encouraged to share experiences and best practices and let each other know where to find the information they need in a hurry. Angela has noticed that the individual metrics are being met, but few people are using the shared file sites or answering each other’s questions. So, while some of the goals are ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required