Every team member in support needs to know which OKRs they are directly impacting, and what tasks they need to do to ensure they achieve their goals.
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Often company OKRs (Objectives & Key Results) focus on metrics that don’t have an obvious connection to the work a support team does day-to-day. It is incredibly difficult for an individual support agent to truly see how they contribute to areas like sales targets or corporate margins through solving customer tickets. This disconnect can lead to support agents feeling like their work isn’t impactful and reduces engagement within a Support team.
In conversation with Yemi Oyediran, Manager of Support Performance at Desire2Learn
In our conversation, Yemi outlines why the disconnect between the company and support goals occurs and outlines tangible strategies to bridge them. He will help us understand why successful OKRs need to be clearly measured and frequently communicated. Every team member in support needs to know which OKRs they are directly impacting, and what tasks they need to do to ensure they achieve their goals. Yemi explains his strategy to understand the team better and enable them to help each other succeed.
Please join us in our conversation where Yemi and I explore creating an OKR program that strongly resonates with your support organization.