Cookies To Humans: Implications Of Identity Systems On Incentives!

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  By: Avinash Kaushik
Via: twitter.com
[My new post!]

Cookies To Humans: Implications Of Identity Systems On Incentives!

https://t.co/7FHgkgWXs1https://t.co/EdYQaj5NmO



A story where data is the hero, followed by two mind-challenging business-shifting ideas.

At a previous employer customer service on the phone was a huge part of the operation. Qualitative surveys were giving the company a read that customers were unhappy with the service being provided. As bad customer service is a massive long-term cost – and short-term pain –, it was decided that the company would undertake a serious re-training effort for all the customer service reps and with that problems would get solved faster. To ensure customer delight was delivered in a timely manner, it was also decided that Average Call Time (ACT) would now be The success metric. It would even be tied to a customer service rep’s compensation creating an overlap between their personal success and t

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