This episode is a MUST LISTEN.Why?Chris Crosby, Founder & CEO of CX Ventures, joins us to talk about why KPIs today aren't worth much and how each one can be "gamed". He took a different perspective on KPIs and how companies should be focusing on the fundamentals instead. If you're focused on the fundamentals of your operation like...Are your agents showing up on time? Are they handling calls effectively & efficiently? Is your management team forecasting accurately?If you get those right, your KPIs will fall in line as KPIs are just aggregations of the day-to-day operations.The next step is understanding what the person responsible for the KPIs can control and what they can influence. Listen to the full episode to see how Chris breaks it down further.
