What Is Our Metric Fixation Really Costing Us?

What’s really happening when the numbers look good – but the reality tells a different story? Here, Danny Wareham explains why we gravitate towards metrics so much, and how a better understanding of the paradox of metric fixation can help drive real performance improvements.On Paper, Performance Is Improving – In Practice, Something Has Been LostA contact centre team is celebrating. Their Average Handling Time has fallen by 18 seconds, adherence is above target, and customer satisfaction i