As the old saying goes, “you get what you measure” and trying to make change happen in your organization is no different. I worked with a telecommunications client a few years ago who was trying to transform their collections call center. Customer satisfaction surveys were spotty, agent turnover was high and while the supervisors and managers tried all of the usual call center agent motivation tricks of pizza Fridays and drawings for free movie tickets, the center had a pretty negative view of its customers and behaved accordingly. It should be no surprise to our readers that paying your bill …
