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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3 Examples of Key ESS Ratios and Insights

An Executive Support System (ESS) is a software solution that can help CEOs to make more pro-active and informed business decisions. The system works by aggregating and comparing data from across a company’s accounting, sales and other processes. Looking at key metrics in each area of a business, the ESS will calculate helpful ratios like […]

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Most everyone knows what a KPI (Key Performance Indicator) is. A lot of us get printouts and have people working on creating these to let us know how business is. But some may be less familiar with a KRI. A KRI is a Key Results Indicator and you may be surprised to learn that most […]

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