Remove Efficiency Remove Exercises Remove Metrics
article thumbnail

The Art of Discovery: How Your Clients’ Prompts Reveal Hidden Needs

Chad Barr

” Impact: Maximizes efficiency and focus on priorities. “Help me develop a framework to assess [specific business challenge] by identifying key variables, potential metrics, and critical success factors. Include specific examples and exercises.” Consider both quantitative and qualitative aspects.”

article thumbnail

Call Length Is the Worst Way to Measure Customer Service

Harvard Business

Practitioners and pundits alike have long debated which metric is best for assessing the performance of a service organization. It’s not surprising that the metric figures prominently on a service rep’s scorecard. Why is average handle time such a bad metric for service? AHT is a culture killer.

Metrics 130
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Why Email Is So Stressful, Even Though It’s Not Actually That Time-Consuming

Harvard Business

During a recent time tracking exercise, I discovered I’m actually at the low end of the spectrum, spending about 1.35 Here are three important lessons I learned from the process, which may be valuable as you think about how to make the time you spend on email more efficient, as well. Using that metric, only 10.5%

article thumbnail

When It Pays to Collaborate with Competitors at Work

Harvard Business

Doug embraced this idea and, in turn, explained how his company was using metrics and working group meetings to compel tangible advances in each inspection area. Later, in our annual comprehensive training exercise — a 30-day crucible in the Mojave Desert of California — we continued to benefit from our close collaboration.

article thumbnail

Making Time to Really Listen to Your Patients

Harvard Business

Overlooking these realities is perilous, both for the patient’s well-being and for efficient delivery of care. This work cannot happen in a vacuum of forced efficiency. I don’t do that anymore. A Way Forward. Medicine is constantly evolving as new ways to treat, heal, and even cure emerge.

article thumbnail

Decision Filters: Finding, Evaluating, and Taking Action on Opportunities

Tom Spencer

Having a filter to deal with these decisions can increase our awareness of the decision making process, and allow us to make decisions more efficiently and effectively. You should establish metrics that are specific to the scenario, aligned with your goals, and easy to understand or calculate. What is a decision filter?

Resumes 88
article thumbnail

How Avaya Turned Around Its Customer Ratings

Harvard Business

In particular, I’d like to focus on three things Avaya did that other companies can learn from: Treat Innovation as a Risk-Management Exercise. Avaya embraced innovation as a risk management exercise. The design teams can then use the feedback from their customers to quickly and efficiently improve the products.