PowerPoint Presentation

S.M.A.R.T. Methodology

Adding a due date drives accountability and follow-up.

Timely

Considerations:

Questions to Validate:

Establish a realistic and flexible timeline to keep morale high:

Is there a stated deadline?

Can agents complete the activity done in the proposed timeframe?

▪ Too stringent can turn the learning path into a stressful race against time. ▪ Too much time can weaken agent’s motivation to improve.

Examples:

Install deadlines for yourself and your agent.

Joe will reduce his novice scores below 15% by personality flexing on every call in the next 4 weeks with a check up each week.

Set short-term milestones along the way to help you measure progress.

Joe will work on reducing novice scores below 15% in a 4-week period.