What you measure is a sub-conscious message to your people of what you consider important.  Therefore the measures you use should be flexible in their approach and motivational in their character.

If you spend money in designing and delivering a training course and do not have measures that would reflect progress in the specific topic then it is highly likely that the training will be unsustainable over time.  For example: constucting and delivering a course that enables the agent or assistant to build empathy with the customer and then applying a time related measure on them.

This is particularly important when reward and recognition is linked directly to the measures.

Harding & Yorke are experts at constructing and facilitating the construct of internal measures so that they become part of your everyday business.  Each measure, and its scale, is agreed with representatives of the company and trialed before rolling out.

Please contact Nickie Hawton on 0845 450 1740 or email NickieH@empathy.co.uk for further information

Our IT department is also able to provide database(s) that will integrate into your own systems for reporting and on-line coaching.

Please contact Tom Wilson (IT Manager) on 0845 450 1740 or email TomW@empathy.co.uk for further information.