Chapter 6 Types of Outcomes
People with goals succeed because they know where they are going.
—Earl Nightingale, speaker and author
Angela leads a team of customer service reps, most of whom work from home. Each of those people has individual goals, including the number of calls they take a day, how many calls they personally resolve, and how many they need to escalate to a manager. 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. Sharing and brainstorming happen more among the people in the office than those who are completely remote. Angela has noticed that while individual metrics ...
Get The Long-Distance Leader, Second Edition, 2nd Edition now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
