Does measuring my team's phone calls actually improve their performance? It does, and there is solid behavioral science behind it, not just my opinion. Things you measure tend to improve regardless of anything else you change. Decades of work in behavioral psychology and sociology, across manufacturing and sales jobs, show the same thing. The simple act of measuring nudges the result upward. It is not a guarantee, but it moves the needle. There is also the Hawthorne Effect, which says people perform better just because they know someone is paying attention to them. So measuring your phone calls does double duty. [...]