FY20-Q2 OKR (AMER-W): Develop blended team model => 60%

Objective

Develop blended team model.

Key Results:

• Build career development plan for agents.
• Equip agents to be capable of delivering 25% of first responses in self-managed queues.

Retrospective

Good

After a couple of tries delivered a model that addresses the needs of the team.

Bad

Didn't focus on the second KR at all.

Try

There's still some need to ensure that the path from Intermediate->Senior is well defined. There continue to be questions about the criteria that need to be clear. Try to address this in the next iteration.