watch : - the quality of calls (with 5 main parameters) - the average duration of calls (average should be less than 6:10 minutes) - the information you write in a customer's file - the information you give - the time you take should you be unlucky enough to need to go to a support person to ask for clarification - all of this while trying to make sure you reply so customers don't call within X days - and being as nice and sugary and "smiling" as possible I used to have a problem with the "average call time" thing. Now, it's ok. Everything else is suffering because of it, and I know why: I was micromanaged for MONTHS to get the darn average down, and now that it's down, I look at my stats and go "Darn it" because I realize that they can't have everything, at least not from me. It's not even that I don't want to do it, it's just that this is too much for me to take in at once, especially since I have to pay attention to the customer, to the customer's file, to my e-mail software (God forbid you forget to read your e-mails on top of everything) , to what my Boss says... I'm at the point where I'm only staying because they approved my vacation in December. Years ago I had a micromanager. The funniest re-occurring theme was that he didn't like where the telephone was on my desk.