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Who to Reward in IT or Customer Service

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Outstanding leaders focus on "high leverage points" where they can make changes and exert influence. High leverage points provide a disproportionately higher payback for every unit of effort/time invested vs. low leverage or no leverage points. Said another way..they want a big bang for buck for effort/attention so they look for high leverage activities where they can have a big impact.

High Leverage Points: A law firm or hospital internal IT help desk will have significant influence on the productivity of attorneys and health care professionals which are revenue producers for their respective entities.…it's a high leverage point. Another example is a customer service organization since it has significant influence on customer decisions to purchase more products/services. Customer facing personnel are in a very influential/critical position. Sales people generate revenue, but excellent customer service people keep customers coming back with their checkbooks…or not coming back.

Download the webinar slides:

Metrics For IT Help Desk & Customer Service Organizations