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Although most agency owners agree that talent management is important, few are able to execute it right because they of time issues related to human resources, training, routine administrative duties, and monitoring tasks. Similarly, employees don’t have time to focus on their highest-value activities due to the plethora of routine and mundane processing tasks that fill their days.

Talent management is tied to revenue production, which means producers must be free to produce revenue and CSRs free to serve customers and cross-sell accounts. To accomplish those goals, agencies must find a way to eliminate tasks that do not maximize the value of each employee’s talents and core competencies; otherwise, you are managing task performance rather than talent.

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