You may have heard the phrase “what gets measured gets managed.” So when we want something done, we slap a metric on it and manage toward that metric. Seems reasonable enough, right? It’s not, though.

Running a call center is about more than just answering phones. Every call, every second of talk time, and every interaction ...

Questions about faculty productivity are nothing new. But the growing use of metrics to assess faculty activity has raised the stakes at a time when colleges already face growing pressure to ...

There is a huge problem with trying to increase productivity in functions, processes and in business teams. Measurements of productivity look at the efficiency of a task. The assumption: if companies ...

A small-business owner seeks to improve the productivity of all the functional areas of his company, but achieving greater marketing productivity is particularly important, because it produces ...

The first thing your contact center management team needs to do when sitting down to create an agent productivity metric is agree in principle about what this is all about. Following are four ...

Even the most comprehensive data can't capture the emotional and psychological deterioration happening beneath those ...

Business leaders have a productivity problem. When it comes to measuring worker performance, organizations have usually relied on traditional productivity metrics to judge the success of an employee.