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 ...
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