Workforce Analytics Isn't as Scary as It Sounds
Harvard Business Review
MARCH 23, 2012
ready to weigh and measure any parcel of human nature, and tell you what it comes to." The goal is simple: put the right people with the right skills in the right work. Each month, managers had been focusing on a new performance metric — first-call resolution, average call-time — so the phone staff was confused as a result.
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