Interesting Stuff

Third Party Performance

How does an international provider of customized cell phone and device insurance programs maintain top-notch, consistent end-user service in a complex environment? In a complex logistics operation, point of contact performance can make a huge difference to overall service delivery. And Read on! →

Closing the Gap: Coaching to create more top performers

In the first two articles in the Dispersion Series – Blinded by Averages and Finding the Sweet Spot – we talked about how, by examining individual performance and the effects certain key metrics have on one another, organizations can identify Read on! →

Metric Sweet Spots – Correlating Metrics for Optimum Productivity Against Goals

In Blinded by Averages we looked at getting beyond averages to individual performance, as a sure way to increase productivity. We showed how teams that collectively hit targets may be getting there on the shoulders of relatively few agents (typically, Read on! →