There's an important lesson that any success-based organization can learn from the Atlanta Test Score Scandal.
When metrics are tied too tightly to the rewards of the people who are responsible for fulfilling the mission, those same people may go to extremes to optimize the metrics, at the expense of the mission.
Just as the success of an educational system should be measured on how well students become progressively better educated from one year to the next, the success of a customer service organization should be based on the satisfaction and loyalty level of customers from one year to the next.
If we place too much emphasis on metrics like Daily Call Volume, or Average Call Closure Time, agents become more focused on getting the customer off the phone, than solving problems and delivering a satisfying experience to the customer.
Metrics are important; metrics are the milestones along the path that guide us in the direction of our mission. We just need to make sure that we don’t get so focused on the metrics, that we lose sight of our true mission.
Don't become so focused on the marker, that you lose sight of the reason for the trip.