Make sure you understand exactly what the management wants to accomplish, and help your team members reach that goal.
My son was recently let go, because he couldn't accept the goal that they should answer as many calls as possible, even if they didn't help the customer. His goal was to provide the best service to the customer, and that was not the goal of the company.
My son was recently let go, because he couldn't accept the goal that they should answer as many calls as possible, even if they didn't help the customer. His goal was to provide the best service to the customer, and that was not the goal of the company.