Call Center Metrics

Which 2 Metrics Can I Use for a Better Customer Experience Tomorrow?

Each call center has its own programs, with goals and objectives set by the management, client, or other key stakeholders. While there are several key call center metrics needed for a balanced perspective (i.e. customer satisfaction, first contact resolution, agent satisfaction, etc.), there are a couple of metrics that are within your span of control […]

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4 Core Financial Disciplines to Track in Your Company

In previous blog posts I’ve written about why an Executive Support System (ESS) is important in helping CEOs to make forward-thinking decisions. I’ve also explored some of the detailed metrics and ratios that an ESS tracks, like the three types of profitability metrics. Now I’d like to give a quick overview of the four core […]

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