Pros
Helping families / seniors find solutions by guiding them w/ expert advise to our partner communities / home care. Managing a team of new Advisors to success so that they too can be a top performer! The thrill of success by meeting goals! Shared ownership of success and opportunities. The goals for RMs and QA to score 4 calls total for Advisors and have that feedback in Gong for Advisors shows proactive management to quality calls.
Cons
Transparent access of metrics to Advisors at anytime through dashboards they can access for themselves. Implement more ways for Welcome and Follow Up to see each others roles and the impact they are both making. I'd like some APFM swag apparel to wear, hat, shirt, etc. Last day of the month shirt would be fun! Sooner access to FLT call reviews so that opportunities can be addressed sooner (handoff, introduction, etc.).