Month: November 2019

Goodheart’s Law

A near-real-time dashboard illuminated the room with the call center team’s close rate. The incentive to meet and maintain the company’s goal was an impressive number upon their paychecks at the end of the month. They loved to see the gauge graphic shimmer when they ended their calls and celebrated en masse when they concluded …

Do the right thing.

Attend any introductory course to business, and one of the first things that are pronounced is that the prime objective of a business is to earn a profit. Profit is indeed the lifeblood of any company. Without profit, a business cannot invest and grow to broaden and expand its offerings. Without profit, there are fewer …