In Chapter 5, Strategic Planning, we learn about SMART Goals on P. 147 - 148. Apply SMART goals to the following scenario.

You are the manager of a team of 17 call center associates providing phone and email technical issues to Consumer Cellular customers. Your team consists of seasoned associates who have been in the role for an average of 1.5 years. In January 2016, you received call center reporting that shows your team is one of the strongest performing teams in the call center. However, the report indicates that your team has 2 areas for improvement. Customer satisfaction for the last 6 months has been steadily declining. Your teams 6-month customer satisfaction rating is a 3.8 out of 5. In the most recent month, the score was the lowest its ever been at 3.0. The second area of opportunity is that call handle time (the length of the call) has decreased below the average for the call center. Your teams average call handle time is 2 minutes, 23 seconds, below the normal and expected range of 3 to 4 minutes.

You decide to develop one SMART goal for each of these 2 areas of improvement, declining customer satisfaction and shorter call handle time. Be sure to explain how each of your goals meets the criteria to be considered SMART: Specific, Measurable, Attainable, Results-oriented, and has a Target date.