Measuring individual performance is a topic that has long been controversial. Performance measures are usually tied to behavior expectations and standards so many questions can come up. Are the measures fair? Are they truly within an individual’s control? What’s the influence of the processes in which they’re part of?  

In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” we’ll zero in on the two overarching measures that best reflect and encourage performance, and we’ll take a look at how other measures can be counterproductive and demoralizing. 

Measures and objectives for agents from Managing a Customer Contact Center by Brad Cleveland