You’re struggling to measure your team’s performance. What can you do to improve it?

The process of defining your goals and priorities is critical before you define your KPIs. All KPIs need to map back to the goals and priorities and you need to feel confident that your process, tools, and training enable the goals before you define KPIs. You also need to identify if you have the right business intelligence, given your inability to measure performance, to really identify the right KPIs leveraging the voice of customer. Just some additional considerations in terms of process.

Listen! Speak to the people doing the work and understanding their struggles to help over-come them. You work for them - not the other way around!

Set Clear Objectives understood by your team. Have precise Job description to inform your employees of what is expected from them. Have Clear and measurable Key Performance Indicators understood by your staff. Have regular Performance Reviews (daily, weekly, monthly). Encourage staff with accountability, empowerment where individuals take ownership. Celebrate Successes to create a positive atmosphere to boost morale, motivation. Encourage Collaboration to foster an environment where team members can support and learn from each other and raise their voice. As a leader be visible by your staff member. By implementing these strategies, you can create a framework for measuring and improving your team's performance over time.

Before you even start to consider KPI's or goals, treat people like human beings and be genuine with them. This will build a foundation from which everything else including success will follow.

Call Centres especially are inundated with data and there are many so-called industry benchmarks. It's important to understand the objective of what you want to arrive at. You may choose efficiency, better customer experience or something else. Accordingly, define metrics. For example, if your customers are complaining about longer wait times, if you are only tracking AHT you may not agree with the customers. So longest wait time here makes sense or for how many customers the wait time was exceeding 20 seconds, if 80/20 is what you are targeting. In my opinion, defining correct KPIs is critical and the starting point to solve the problem.

Select appropriate data collection tools and methods tailored to your objectives. Leverage technology, surveys, analytics and relevant software to gather accurate and timely information. Ensure data integrity, privacy and security, while optimizing efficiency in the collection process for informed decision making and performance enhancement.

Is the data that you are gathering reliable? Is it consistent? You need to make these determinations with the tools you use and the methods you use to gather your data. Budgets may impact what tools you are able to use, but this should not prevent you from doing your due diligence on analzying the data you are able to capture. For example, you may create a customer satisfaction survey, at what point do you offer that survey? Do you make it automated and random? Or do you offer it to certain clients? There may pros and cons to different decisions on this topic, but each one may impact the reliability of the final outcomes.

Yo lo resumiría en 3 puntos clave: Define objetivos, analiza resultados y ajusta estrategias. Debemos comenzar estableciendo objetivos claros y medibles, siguiendo el marco SMART, así garantizamos que tanto líderes como miembros del equipo tengan una comprensión común de lo que se debe alcanzar, proporcionando un punto de partida para la medición del desempe?o. También el usar herramientas de análisis de datos como Excel, Google Sheets, te permitirá visualizar y el rendimiento del equipo, identificando tendencias y áreas que requieren atención. La evaluación continua y el ajuste de estrategias son cruciales ya que a medida que analizas los datos recopilados, podrás conocer las necesidades cambiantes del equipo y del proyecto.

Use the right tools to measure the KPI and construct frequent coaching sessions where you provide tips and feedbacks as well as document changes made since the last coaching session.

To improve team performance measurement: 1. Clarify objectives and expectations. 2. Define measurable KPIs aligned with goals. 3. Utilize performance measurement tools. 4. Provide regular feedback and coaching. 5. Encourage collaboration and knowledge sharing. 6. Set SMART goals for individuals and the team. 7. Recognize and reward achievement. 8. Continuously improve processes.

New managers often fall into the trap of nitpicking, which can hurt more than help the team. Instead of listing everything wrong, zoom out and focus on 1 or 2 themes/takeaways. Small issues often indicate a larger underlying problem, and it's your job as a manager to identify those blind spots. Use the 'feedback sandwich' approach: positive feedback, constructive criticism, and positive reinforcement. Most importantly, be honest in your feedback—your team will be able to sniff out BS. Credibility and trust are key.

Your team needs feedback. Imagine being in their shoes and wondering "I am not getting any feedback, I guess things are ok." This is not a culture that you want to build. You need to build a culture where the positives are conveyed, and the areas of opportunity and improvement are considered. This ensures that there is an equitable means to build success to a program and of an individual.

Brindar retroalimentación regular y constructiva es crucial para mejorar el rendimiento del equipo. Mi consejo rápido: se específico en tus comentarios, reconoce los logros y ofrece sugerencias claras para el desarrollo. Además, fomenta un ambiente abierto donde el equipo se sienta seguro para recibir y dar retroalimentación

Feedback works because it offers different perspectives and insights that individuals may not be aware of on their own. It provides an opportunity for reflection and self-awareness, allowing people to recognize their strengths and identify areas for improvement. Additionally, constructive feedback delivered effectively can motivate individuals to strive for excellence and make meaningful changes. It also facilitates communication and collaboration, fostering a culture of openness and learning within teams and organizations. Overall, feedback works because it is a powerful tool for personal and professional development.

Conduct regular performance reviews to provide feedback, identify areas for improvement, and recognize achievements. This can help team members stay motivated and focused.

Each person has a different motivator, and some people don’t like public recognition. So, be cognizant of what type of motivations appease different personalities. In the event that resources are slim, your job as a people leader is to find a way to celebrate an achievement that doesn’t ostracize the work (i.e. suggesting a “pizza party”). While money or financial compensation will overwhelmingly be a “winner” as a way to reward, look at all the options. Written awards, job shadows, time off, an opportunity to coach others, a title change, responsibilities that offer reprieve from their current role (i.e. if a call center job, time off the phones). Look at all the avenues of reward and know your team well to match reward to personality.

Reconocer y recompensar el desempe?o del equipo es fundamental para mantener la motivación y el compromiso. Mi consejo rápido: se específico en el reconocimiento, utiliza tanto recompensas tangibles como elogios verbales, y asegúrate de que las recompensas estén alineadas con los logros y valores de la empresa. Esto fomentará un ambiente de trabajo positivo y estimulante ?Juntos somos más fuertes.!

Your team deserves recognition for their positive performance. Explore ways where you can reward your team as a whole and find ways where you can reward your team on an individual level. Find what motivates each person and know how they like to be recognized and motivated. Yes, monetary rewards are always at the top of lists, but find other ways to add to that. This could be through verbal praise, a personalized letter, or a public shout out.

Aunque resulte una obviedad o incluso peor escuchar eso de ....."el alago debilita", resulta clave y vital en las organizaciones modernas el reconocimiento a los trabajadores. El reconocimiento por alcanzar objetivos, por la constancia y profesionalidad, por el compromiso y respeto, por el seguimiento y exigencia en en dar el mejor servicio, por lo que hace y por la empresa, en fin, por hacer las cosas "bien" cada día pues se hace indispensable el reconocimiento y recompensa para esos trabajadores. Aunque la recompensa económica sea uno de los reconocimientos mejor valorados, hay mucha variedad de reconocimientos que no suelen ser comunes en las empresas.

Recognize and reward team members for their contributions and achievements. This can boost morale and motivation. Monetary rewards, verbal praise.

Do not overcomplicate things. Begin with a SWOT analysis to determine where your focus needs to be. Set SMART goals. Create action plans to reach your goals. Set goals and actions plans WITH your team. This creates ownership. Schedule time into your calendar each week to ensure that you are on target towards your goals and if not, what can you do to adjust? Formally report out your results quarterly. Perform a PDSA on your goals - what worked well, what didn’t? What can we change for the next quarter? Visuals are great and should be supported by your narrative to tell the story. Celebrate successes along the way! Even small improvements are WINS!

Obtain any and all feedback. Consider creating calibration sessions when reviewing quality assurance data. Incorporate feedback from key stakeholders and other members of the team when assessing quality. This may help you build a program geared towards accountability and development.

Lead with gratitude. An attitude of gratitude goes a long way. I am often impressed by the efforts, ideas, and results produced by the people I work with, and I don’t keep that admiration to myself. Recognize your team members’ accomplishments either personally or in public. Find out how each person likes to be recognized. Do they like gifts? An email to their manager? A more public shout out on a big team call? Customize the recognition to them. This practice gets the wheel of appreciation turning on your team and beyond. Set a weekly calendar reminder for yourself to show gratitude to a teammate. It’s human nature to want to be recognized for a job well done. Resentment can easily build up if good work is consistently overlooked.

Foster Open Communication: Encourage open dialogue among team members. Create an environment where people feel comfortable sharing ideas, concerns, and feedback. Regular team meetings, brainstorming sessions, and one-on-one check-ins can facilitate communication. Promote Collaboration: Collaborative efforts often lead to better outcomes. Encourage cross-functional collaboration and knowledge sharing. Consider using collaboration tools and platforms to facilitate teamwork, especially if your team is distributed. Invest in Skill Development: Identify skill gaps within the team and provide opportunities for training, workshops, and professional development.

Encourage Self-Assessment: Empower team members to evaluate their own performance and identify areas for growth. Recognize that team members may experience burnout or lose motivation when they feel disconnected from the team's goals. Encourage regular self-reflection and goal-setting sessions where individuals can align their personal objectives with the team's mission. Emphasize the importance of each person's contributions and provide support in exploring ways to develop and grow professionally. Creating a culture where individuals feel valued and supported in their journey towards continual improvement fosters a sense of purpose and motivation within the team.