Aligning, Driving and Rewarding Group Performance Download After years of failed efforts, sophisticated analytics and innovative change management were keystones to reducing turnover for 2,000 agents at five large call
Reducing Turnover to Improve Customer Retention Download High turnover, and a poorly designed sales rep incentive program, contributed to unacceptable customer acquisition and retention
Focusing Leaders on Economic Value Download Executives needed to shift their focus from just division earnings and margins to a more balanced view of company