One of the most common practices across contact centers, large and small, is measuring agent performance and service quality through Key Performance Indicators (KPIs). This industry-proven approach, ...

All businesses, from startup coffee roasters to billion-dollar e-commerce companies, are vested in tracking their progress, figuring out what works and fixing what doesn’t. That’s where Key ...

Key metrics every service company should track for optimal data-driven decision making that supports core business objectives. Determining the Key Performance Indicators (KPIs) that prove your company ...

A Key Performance Indicator (KPI) is a way to evaluate how well a person or business is doing in reaching their goals. They can help gauge the success of an organization, specific department, project, ...