And listening, and applying predictive analytics at the same time.
Excellent shout-out in Marginal Revolution (a blog by a couple of award-winning economists, not rebel types) on an FT piece (gated for most of us, unfortunately) on how some employers are improving productivity by measuring employee interactions with each other (interestingly not with clients) and noting employee tone of voice in the process.
It seems talking things through with your peers really does make things better. It also turns out that a sustained spike in dulcet tones while mixing it up on break is in fact highly correlated with productivity improvement.
Employers take note: this kind of experiment is the tip of the iceberg and only goes to prove the old saw, “What get measured gets improved.”
Read it here.