In Touch Contact Centers

Our Blog

The People Side of Performance

The success or failure of a project is frequently captured in black and white through its Key Performance Indicators.  However, KPIs rarely tell the whole story as more often than not there lurk a number of factors behind the scenes that, although difficult to measure, have considerable impact themselves.

Levels of cooperation, teamwork and communication within a group, as well as perceptions (or misperceptions) about fairness, equality and recognition, all affect performance in varying degrees. Ensuring that this “people side” of the performance equation is in a healthy state is certain to have a positive influence on the more measurable aspects of the project.

So the next time you find yourself immersed in a report and analyzing the percentage above or below target particular KPIs are, you may also want to spend a few minutes performing a temperature check on the mindset of the individuals behind the numbers.

 

 

What's Hot

Subscribe to Our Blog!