From the course: Customer Service: Knowledge Management
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Measuring individuals and teams
From the course: Customer Service: Knowledge Management
Measuring individuals and teams
- GPS is great. It can tell you exactly where you are, but only if your phone can connect to four satellite. To get higher accuracy, it needs even more satellites. Measuring knowledge work is the same. Looking at just one or two data points won't tell us where we are. To understand how individual agents and teams of agents are performing, we need to look at activities, quality, and the other outcomes. Activities tell us what people are actually doing. Quality tells us if the activities are happening in the right way. And outcomes tell us how agents are receiving and creating value. Imagine an agent who doesn't reuse articles much, but creates a lot of them. This activity data may make you suspicious. They're not searching for existing articles before creating new ones, which means many of those new articles might be duplicates. If you look at the agent's article quality, you might confirm that indeed their…
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