PowerPoint Presentation

S.M.A.R.T. Methodology

The agent must be able to link the activity to something that is important to them personally or professionally.

Relevant

Considerations:

Questions to Validate:

Goals must be relevant to the agent’s performance in their role.

What is the objective behind the goal?

Will this goal really achieve the objective?

Why does the agent need to reach this goal?

Make sure that the actions to achieve those goals are within agent’s control.

How is the goal aligned with your objectives as a supervisor?

Proposed goal must cause a meaningful positive impact in agent’s and company’s performance.

Examples:

Joe needs to reduce his current novice score of 27% below the goal of 15% in 2 weeks.

Joe will work on improving competency scores because they are important to the team.