Activity vs Results In Your Call Center

Call Center Teamwork

I use to have a boss that would say…”Don’t confuse activity with results!”

At the time this made a lot of sense and I firmly believed in this philosophy.  But I discovered that it wasn’t black and white, like my bosses statement.

Sometimes activity is good but only if it leads to results or at least the ultimate goal of a result.

Effective coaching, training and leadership development fall into this category

However the point is even more clear when you look at it from a tactical and strategic point of view.

Yes, coaching, training and leadership development can be viewed as an unproductive activity when looking at it from a tactical perspective.  However, eventually, if this activity is effective, it will lead to results.

So strategically these activities produce a resounding yes when asked the question…”is this productive?”

Call Center TeamworkActivity based initiatives also have another very powerful effect…

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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