Any SVP, VP, Sr. Director, Director or Manager wanted to make any announcement from any function, appreciate if they can publish metrics and accountability. Every role should have a different metric, otherwise confusion will continue....until collapse
- Internal measurable metrics, in terms of Productivity, Cost Reduction and Optimization, developing new capabilities for Customers, Contributing to the field billable or non-billable workforce (+ include dependent or independent impact to other CX teams), publish it quarterly basis internally
- X
- Y
- X
- External measurable metrics, in terms of bookings/revenue (customer engagement impacting), publish it quarterly basis internally
- A
- B
- C
This should be mandatory, at least to have accountability and ownership so that every employee can contribute, observe success as well as disaster.